Jobs
>
Melbourne

    Senior Analyst, Technology Support - Melbourne, Australia - Perpetual

    Perpetual
    Perpetual Melbourne, Australia

    5 days ago

    Default job background
    Full time
    Description
  • More time off for the things that matter - Up to 6 weeks' leave
  • Work flexibly with one day from home each week
  • Melbourne based

    • As a Senior Technology Support Analyst, you are responsible for providing high quality customer service and technical support to Perpetual and their partners. As a senior member of the team, you will lead by example through your actions.
    The Technology Support Analyst will collaborate with cross-functional teams to escalate and resolve complex issues, while ensuring a positive customer experience.

    Sounds interesting? Here are some specifics about the opportunity:

    Customer service and engagement

  • Provide technical support to employees through phone, email, chat, or in-person interactions, addressing hardware, software, and technology-related issues.
  • Provide timely updates and effective communication to end-users regarding the status of their reported incidents or service requests.
  • Provide training and guidance to end-users on basic technical tasks and self-help resources.
    • Participate in projects related to end-user support, such as system upgrades, software rollouts, or process improvements.
  • Conduct remote desktop support sessions to assist users in troubleshooting and resolving technical issues.
  • Contribute to ongoing process improvements by identifying recurring issues and suggesting enhancements to increase efficiency and customer satisfaction.
  • Articulate to the end-users and adhere to relevant policies, procedures, and processes to ensure information and advice provided is current and accurate.

    • Incident management and service request fulfilment

  • Accurately log, classify, triage, and manage the lifecycle of all Incidents and Requests that affect IT services provided through the service management tooling.
  • Perform hardware repairs, replacements, and upgrades, coordinating with vendors and suppliers as necessary.
  • Collaborate with the internal technology teams where applicable to troubleshoot and resolve issues.
  • Prioritise and manage multiple incidents and service requests, effectively balancing urgency, and impact against business operations.
  • Ensure a smooth onboarding process for new employees by setting up workstations, devices, and access to systems.
  • Assist in the management and troubleshooting of hardware and Perpetual | Senior Technology Support Analyst_Senior Analyst 2 software assets, including computers, printers, scanners, and mobile devices.
  • Ensuring all hardware/software fulfilment, installations and routine upgrades are implemented according to Service Level and Quality targets and to agreed expectations.

    • Knowledge and configuration management

  • Update the configuration database (CMDB) as an integral and ongoing part of the Incident and Service Requests lifecycle.
  • Accurately document Incident and Service Request resolutions and add to the Knowledgebase.
  • Assist in the development and maintenance of support documentation, knowledge base articles, and standard operating procedures.

    • In addition to the Technology Support Analyst tasks, the senior is expected to:

  • Act as a technical escalation point for the wider team.
  • Act as the 2IC for the Team Lead, as required.
  • Provide training, support, mentorship to members of the team.
  • Develop and revise training materials including guides, knowledge base articles, quick reference sheets and support documentation.
  • Provide specialised and elevated technical assistance and support. Responsible for taking control of and resolving complex technical and escalated incidents/requests

    • To be considered for this opportunity, your qualifications, skills and experience could include:

  • Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
  • ITIL Certification (preferred).
  • Minimum of 2+ years' experience in a similar role.
  • Exceptional analytical and problem-solving and time management skills.
  • Demonstrated ability to articulate ideas to both technical and nontechnical stakeholders.
  • Experience in supporting Windows 10 operating systems and Microsoft Office 365.
  • Understanding of Active Directory, Intune, Azure AD and administration processes.
  • Knowledge and understanding of ITIL processes including Incident, Service Request, Problem and Change Management.
  • Excellent knowledge and experience in supporting hardware – Desktop, Printers and Peripherals.
  • Experience working in IT, ideally in a technical services role.

    • Behaviours

    Our unique culture is underpinned by our three organisational behaviours, Stretch, Own it, Make an impact.

    Employee benefits

  • Work from anywhere in Australia for up to one month each year
  • An annual allowance to empower you to prioritise your personal wellbeing
  • Access to LinkedIn learning, study support and commitment to supporting professional development
  • Lend your expertise and support Indigenous organisations to achieve their own development goals with a six weeks' secondment with Jawun

    • Diversity and inclusion

  • WGEA Employer of Choice for gender equality since 2018
  • Strong commitment to all aspects of Diversity and Inclusion through a robust 7 pillar strategy
  • A growing number of employee-led networks who work to raise awareness and drive continued change
  • We support over 50 Indigenous communities through Native Title Trusts, helping to secure the communities future. We encourage applications from Aboriginal and Torres Strait Islander People.

    • We are committed to creating an inclusive workplace where diversity is celebrated andwelcome applications from people from all backgrounds and communities. Our goal is to provide a work environment that enables you to thrive, whatever your circumstances.

  • Education and Training

    Information Technology Support

    1 week ago

    Education and Training Melbourne, Australia

    Location: Melbourne | Southern Metropolitan · Job type: Part time / From 20/03/2023 · Organisation: Education and Training · **Salary**: Salary not specified · Occupation: Education and Training · Reference: · **Selection Criteria**: · **SC1** Demonstrated capacity to perform du ...

  • MLC Life Insurance

    Technology Support Analyst

    4 days ago

    MLC Life Insurance Docklands, Australia

    Are you committed to bringing your best to life every day? · At MLC Life Insurance, we're proud of our history of protecting Australians for over 135 years. We provide flexible, affordable, and innovative insurance products to almost 1 million Australians. We're Australian-led an ...

  • Melbourne Business School

    Learning Technology Support Officer

    1 week ago

    Melbourne Business School Melbourne, Australia

    **An exciting role within the newly formed Learning Innovations team**: · - **12 months fixed-term contract, based in Carlton with hybrid work options**: · - **Competitive remuneration package on offer** · **About Us** · - The Melbourne Business School (MBS) purpose is to unleash ...

  • AXS

    Information Technology Support Specialist

    1 week ago

    AXS Melbourne, Australia

    **JOB TITLE: IT Support Specialist, Australia** · **REPORTS TO: Managing Director, ANZ** · **LOCATION: Melbourne, Australia** · **Who we are** · AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events - from ...

  • Victoria Police

    Information Technology Support Officer

    1 day ago

    Victoria Police Melbourne, Australia

    Location: Melbourne | CBD · Job type: Part time · Organisation: Victoria Police · **Salary**: $74,580 - $90,558 · Occupation: IT and Telecommunications · Reference: VG/E · **About the role**: · Victoria Police are currently advertising an ongoing part-time (0.6 FTE) Information ...

  • Victoria Police

    Information Technology Support Officer

    1 day ago

    Victoria Police Melbourne City Centre, Australia

    **About the role**: · Victoria Police are currently advertising an ongoing part-time (0.6 FTE) Information Technology Support Officer position within the Business Support Division (BSD) of the Intelligence and Covert Support Command (ICSC). · ICSC is a high-risk Command that is d ...

  • Yarra City Council

    Information Technology Support Officer

    3 days ago

    Yarra City Council Melbourne, Australia

    **Information Technology Support Officer** · **Permanent Full Time (Flexible)** · **Band 5 - $75, $87, super + RDO (RDO applicable for full time 38 hours per week only)** · - **Supportive and Friendly team environment where we value growth and development**: · - **Hybrid/flexible ...

  • Shore Solutions

    Information Technology Support Specialist

    1 week ago

    Shore Solutions Melbourne, Australia

    We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world · Information Technology Support · Site: ...

  • Education and Training

    Education Support Art Technology

    1 day ago

    Education and Training Melbourne, Australia

    Location: Melbourne | Northern Metropolitan · Job type: Part time / From 27/01/ /12/2023 · Organisation: Education and Training · **Salary**: Salary not specified · Occupation: Administration/Secretarial · Reference: · **Selection Criteria**: · SC1 Demonstrated experience and sk ...

  • Department of Justice and Community Safety

    Information Technology Support Officer

    1 week ago

    Department of Justice and Community Safety Melbourne City Centre, Australia

    About the Business Unit · The Office of the Public Advocate (OPA) is an independent statutory office accountable to the Victorian Parliament which has been established to protect the rights of, and enhance the position of, people with disabilities in Victoria. OPA is a human righ ...

  • Schools (Government)

    Ed Support Level 1-range 2 Food Technology

    1 week ago

    Schools (Government) Melbourne, Australia

    Location: Melbourne | Northern Metropolitan · Job type: Part time / From 09/06/ /12/2024 · Organisation: Schools (Government) · **Salary**: Salary not specified · Occupation: Education and Training · Reference: · **Selection Criteria**: · **SC1** Demonstrated capacity to perform ...

  • Schools (Government)

    Ed Support Level 1-range 2 Food Technology

    1 week ago

    Schools (Government) Melbourne, Australia

    Location: Melbourne | Eastern Metropolitan · Job type: Full time / From 29/01/ /01/2031 · Organisation: Schools (Government) · **Salary**: Salary not specified · Occupation: Education and Training · Reference: · **Selection Criteria**: · **SC1** Demonstrated capacity to perform ...

  • Education and Training

    Ed Support Level 1-range 2 Food Technology Assistant

    3 days ago

    Education and Training Melbourne, Australia

    Location: Melbourne | Southern Metropolitan · Job type: Part time / From 13/03/ /01/2024 · Organisation: Education and Training · **Salary**: Salary not specified · Occupation: Education and Training · Reference: · **Selection Criteria**: · **SC1** Demonstrated capacity to perfo ...

  • Ampersand International

    Technology (IT) Support Specialist

    6 days ago

    Ampersand International Melbourne, Australia Full time

    Information Technology and Services · Melbourne · Permanent · Management Consulting · 17/4/2024 · Provide Level 1 - Level 3 help desk support to a growing business · Be part of an Asia Pacific Technology Support team · Salary: $90,000 - $110,000 depending on experience · Ab ...

  • Nova Entertainment

    Technology Support Engineer

    1 week ago

    Nova Entertainment Melbourne, Australia Full time

    About Nova · NOVA Entertainment is a recognised leader in the media industry and is committed to creating world class radio and digital media. NOVA Entertainment promotes a culture of innovation, creativity, outstanding client service and responds to listeners and clients. Our mi ...

  • Western Health

    Dts Technology Support Officer

    5 days ago

    Western Health Bacchus Marsh, Australia

    Location: Western Region | Melton, Western Region | Bacchus Marsh · Job type: Full time · Organisation: Western Health · **Salary**: Salary not specified · Occupation: IT and Telecommunications · Reference: 50606 · This position is responsible for providing maintenance and suppor ...

  • Pricewaterhousecoopers International

    Technology Operations Engineer And Support

    6 days ago

    Pricewaterhousecoopers International Melbourne, Australia Full time

    With Pw C, you'll ignite a meaningful career while being supported by a flexible working culture, innovative learning and development opportunities and progressive policies and benefits, such as 18 weeks paid parental leave for mums, dads and foster carers (no minimum service)Wha ...

  • Pricewaterhousecoopers International

    Technology Operations Engineer And Support

    6 days ago

    Pricewaterhousecoopers International Melbourne, Australia Full time

    With Pw C, you'll ignite a meaningful career while being supported by a flexible working culture, innovative learning and development opportunities and progressive policies and benefits, such as 18 weeks paid parental leave for mums, dads and foster carers (no minimum service) · ...

  • Pricewaterhousecoopers International

    Technology Operations Engineer And Support

    1 week ago

    Pricewaterhousecoopers International Melbourne, Australia Full time

    With Pw C, you'll ignite a meaningful career while being supported by a flexible working culture, innovative learning and development opportunities and progressive policies and benefits, such as 18 weeks paid parental leave for mums, dads and foster carers (no minimum service) · ...

  • Perpetual

    Senior Analyst, Technology Support

    5 days ago

    Perpetual Melbourne, Australia Full time

    More time off for the things that matter - Up to 6 weeks' leave · Work flexibly with one day from home each week · Melbourne based · As a Senior Technology Support Analyst, you are responsible for providing high quality customer service and technical support to Perpetual and thei ...