Support Analyst

Job Title- Support AnalystLocation- Geelong, VicDepartment - CareRole Type- 3 Months contractPosition Reports to: Customer Solutions ManagerInternal Relationships: All business unitsExternal Relationships: Customers, IT Contractors, Third Party providerRole PurposeTo assist customers and team members in using Carelink suite of software products. Provide quality customer service based on extensive product knowledge. Deliver according to the companies Support License Agreement – SLA’s guidelines.RequirementsKey ResponsibilitiesProvide quality customer service:

• Action Support Desk enquiries both internal and external
• Participate in customer driven and internal projects as required
• Provide Quality Assurance analysis as required to maintain delivery of high quality products
• Deploy product releases to the customer base
• Maintain product environments for resolution of Support Desk enquiries
• Maintain an up to date product knowledge
• Convey a professional and courteous attitude in interaction with customers
• Contribute to the Support Team’s KPIs
• Document and maintain current procedures
• Provide Managed Services Administration under the Icon Global Cloud offering as required
• Provide calendar and ad hoc product training as required
• Ensure accurate and timely logging of information according to current procedure
• Other tasks as directed by Management

Essential CompetenciesSpecial skills, knowledge and attitude:

• Ability to work within a team to achieve agreed outcomes
• Ability to work with a customer to understand their needs and translate/develop that to a best outcome software solution
• Ability to troubleshoot and methodically work to resolve problems
• Be able to demonstrate an understanding of software solutions and their application in a large organisation
• Ability to work independently to carry our daily tasks
• Ability to manage more than one task at any time
• Ability to prioritise issues
• Ability to escalate issues where appropriate
• Understanding of software application products
• Customer service experience in an IT environment

Interpersonal Skills:

• Positive attitude
• Excellent oral and written communication skills
• Customer relationship management skills
• Ability to communicate technical issues clearly and in an easily understood manner

Preferred SkillsIT qualificationsKnowledge of Carelink+ softwareKnowledge of SQL query writing, Citrix environment & Crystal Report writingExperience with Windows operating systems in a networked environment as well as knowledge of Microsoft OfficeBenefitsWhy you'll love working with usWe know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:We're all different - and we love this about us.We provide an inclusive, safe, and welcoming environment to all Civicans, new and old Focus on learning- there are heaps of opportunities to enable you to grow and be your best.Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.Flexible Work - Flexible work – we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia.