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Form of workAbout Us:
Are you seeking to contribute to an exceptional venture? SILK Laser Clinics, a vibrant member of the Wesfarmers Group, is undergoing rapid expansion, with an extensive network of approximately 146 laser, skin, and body clinics throughout Australia and New Zealand. Our esteemed brands, including SILK Laser Clinics, Clear Skincare Clinics, Australian Skin Clinics, and The Cosmetic Clinic, cater to approximately 2 million clients, providing state-of-the-art treatments and unparalleled service.
Role Overview:
As a Support Analyst, you will assume a pivotal role in providing support to our clinic teams and support offices on a 6-month fixed term contract. Reporting directly to the Service Desk Manager, you will support our business applications and office 365 business stack.
Your primary responsibilities will encompass delivering prompt and effective level 1 & 2 support and serve as the primary point of contact for analysing and resolving technical issues, demonstrating a proactive approach to issue resolution and escalation, as necessary.
Key Responsibilities:
- Provide first and second level technical customer service and support for our clinics and support office by phone or via remote management tools
- Working heavily with Microsoft 365 and Windows 11, SharePoint, Teams and Avaya Phone Systems
- Documentation & Communication including logging calls received via phone, email and in person into CRM/Ticketing System following up on open issues & regularly update tickets & notes with relevant details and managing expectations of users whilst upholding consistent communication.
- Escalation & Remedial Action involving working with third party vendors and software providers to resolve issues.
- Project support: Supporting the IT Service Delivery & Project Manager to configure & deploy the clinic systems
About You:
The ideal candidate possesses:
- A minimum of 12 months experience in a similar role with supporting references
- Demonstrated experience supporting and administering common day to day IT platforms and applications, e.g. Microsoft 365 suite, Azure Active Directory, Networking and Cloud PABX Systems
- Demonstrated experience supporting and administering common desktop environments, e.g. Microsoft Windows
- Demonstrated experience and understanding of contemporary networking concepts
- Willingness to learn new skills and adapt quickly
- Excellent written and verbal communication skills
Benefits:
Joining SILK Laser Clinics offers the opportunity to advance your career within an innovative and successful organisation. As part of the Wesfarmers Group, further career development and training opportunities await. Enjoy a range of benefits, including complimentary laser treatments and discounts on products and services.
Join Us:
If you are enthusiastic about driving growth, fostering innovation, and delivering exceptional results, we encourage you to apply for this exciting opportunity. To apply, please submit your resume and a cover letter detailing your relevant experience and why you're the ideal candidate for this role.
Note: Only shortlisted candidates will be contacted for further consideration.
