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    Technical Support Analyst - Sydney, Australia - Michael Page

    Michael Page
    Michael Page Sydney, Australia

    6 days ago

    Michael Page background
    Temporary
    Description

    About Our Client

    An education leader across NSW, educating one in five NSW students and employ more than 20,000 teaching and support staff.

    Job Description


    Key responsibilities

    • Act as primary point of contact for our stakeholders (including teachers and parents), performing Level 1 and Level 2 support as well as providing other assistance as required, adhering to response and resolution targets, escalating to subject matter experts as required, and providing an exceptional level of service.
    • Proactively engage and inform our stakeholders of improvements, changes, or impacts on the way they work with our systems.
    • Develop and nurture strong relationships with key contacts across all stakeholder groups to ensure that our processes, knowledge base, training and services are delivering value and continuously improve.
    • Assist in developing and perform the delivery of training and onboarding processes as needed.
    • Perform and coordinate user acceptance testing as part of ongoing projects.
    • Other duties as required.

    The Successful Applicant



    Essential Requirements
    * 2 or more years combined previous experience in a customer service environment that includes performing Level 1 and Level 2 technical support.

    • Demonstrated experience in relationship management, or stakeholder engagement.
    • Working knowledge of business operations, information flows and the way technology supports day-to-day critical operations
    • National Criminal History Record Check in accordance with the Disability Inclusion Act 2014
    • Working with Children Check clearance in accordance with the Child Protection (Working with Children) Act 2012.

    Desirable

    • Experience using Jira Service Management and related Atlassian tools
    • Exposure to an ITIL framework and its role in providing excellent service
    • Experience working with Microsoft modern workplace products, namely M365, Teams and/or Intune
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