Description:

What is in it for you?

• Great team environment with energetic and supportive colleagues
• Genuine work life balance
• Flexible working options
• Competitive salary package and staff benefits
• Opportunity to make the role your own

We are seeking a full time Senior Analyst – Product Support to join our team based in Melbourne. The purpose of this role is to support business applications and assist in troubleshooting activities to resolve moderately complex issues reported by users. This role will also assist with resolving issues and work closely with clients (primarily internal, occasionally external) & other IT departments and suppliers as appropriate.

In this role, you will be responsible for:

• Acknowledges, updates and resolves incidents in the company’s incident management and tracking tool
• Investigates and diagnoses incidents
• Provides caller an estimated time for resolution within ticket handling SLA timeframes
• Monitors assigned incidents and prioritizes accordingly
• Reviews all open, in-work, and pending incidents within ticket handling SLAs
• Provides incident resolution and recovery
• Communicates with caller regarding status of incident
• Updates knowledgebase entries; creates and maintains systems Frequently Asked Questions and Answers (FAQ) and procedures to effectively reply to users queries
• Determines escalation if unable to resolve
• Works closely with Tier 1 team as well as Tier 3 project teams
• Identifies misrouted tickets and re-assigns them appropriately; if correct assignment is not known, makes note in the ticket and assigns it to the correct regional/operational service desk for re-assignment

We would like you to have:

• Strong analytical and problem solving skills
• Good knowledge of software development life cycle
• Must be familiar with WEB based apps behavior
• Strong knowledge of file processing
• Strong knowledge of SQL and Excel
• Advanced Microsoft Office skills
• Show initiative and contribute to a continuous improvement environment
• Excellent written and verbal communication skills
• Attention to detail & accuracy and Willingness to learn
• Capable of working in a team environment
• Ability to work in a fast-paced, dynamic environment with changing priorities