IT Analyst

We are seeking a dedicated and skilled experienced Technical Analyst to join our first level response customer support team. The ideal candidate will provide exceptional technical assistance to our customers via chat and phone, ensuring timely and effective resolution of their issues. This role requires excellent communication skills, troubleshooting and technical expertise, and a customer-focused approach. The Candidate will also be supporting the junior team members and support in decision-making for challenging situations.

Key Responsibilities:

• Triaging Australia based customer requests or issues raised via ServiceNow, mails or calls and advise the user via chat or phone in a timely and professional manner.
• Diagnose and troubleshoot technical problems, providing clear and concise solutions.
• Perform regular system health checks, user ID maintenance, system performance tuning, capacity planning.
• Escalate complex issues to the appropriate department or personnel when necessary.
• Document customer interactions, including details of inquiries, complaints, and actions taken in ServiceNow.
• Follow up with customers to ensure their issues are resolved and they are satisfied with the service.
• Maintain up-to-date knowledge of the company’s products, services, and support policies.
• Collaborate with other team members to achieve overall customer request resolution.
• Ensure IT operation processes comply with company policy requirements.
• Demonstrate ability to work independently with minimal supervision while also being a proactive team player and team lead.
• Assist in developing and implementing Knowledge Articles and procedures to enhance operational efficiency.
• Manage and mentor junior IT staff, providing guidance and support to ensure their professional development and effective performance.

Requirements

• Graduation in Information Technology or equivalent; additional technical certifications in Windows are plus.
• Relevant certifications (e.g., ITIL Certified Professional) would be advantageous.
• Minimum 5 years of relevant IT experience.