First Line Support & 24/7 Analyst
To provide excellent customer service and support to customers while identifying impacting issues and trends.
Summary about this job
Help Desk & IT Support
Company: Civica International Pty Ltd
Location: Newcastle, Maitland & Hunter
Work type: Full Time
Salary: n\a
Phone: +61-3-8413-8205
Fax: +61-7-8762-7926
E-mail: n\a
Site: n\a
Detail information about job First Line Support & 24/7 Analyst. Terms and conditions vacancy
- Civica has a global Glassdoor rating of 4.1. Check us out!
- Proud of what we do - Our services are used by society's key players
- Flexible working environment
Level 1 Support / Newcastle
Civica has a global Glassdoor rating of 4.1. Check us out!
About Us
Civica builds software and provides IT and digital transformation services to support some of the most important organisations in our communities; like schools, libraries, local councils and state agencies. We work with some of the largest health fund providers bringing their services into the digital age. Our products are market leaders, some of them are globally renowned.
Our team is proud to work within the sectors we do, where we make a real difference, contributing to the growth of the societies that we live in and accelerating the digital transformation of the public sector and associated markets. Want to join us and help continue our mission?
What you would be doing
- Provide excellent customer service in line with the Service Desk Charter and Civica Values
- Processing email enquiries and logging support tickets
- Adhere to strict SLA’s
- To be the first point of contact for customers. Assist with enquiries, offer support and escalate issues to the level 2/3 team when required
- To accurately maintain and log all relevant information in Civica Ticket and online Systems
- Follow all relevant business and information security processes
- Recommend improvements to existing policies and practices
- Identify trends and impacting issues and report to Team Leader
Duties and responsibilities of your role may change from time to time to meet the needs and requirements of the business.
Essential Competencies
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We are looking for a customer service driven individual who can work flexible full time hours across Monday to Sunday from 6am to 9:30pm. You will also have:
- Willingness/enthusiasm to learn
- Customer service back ground
- Interest/Knowledge in the IT industry
Your Benefits
At Civica we believe our people are our biggest asset and we pride ourselves on cultivating a supportive and modern working environment; whilst providing you with the tools you need to get the job done. We will offer what you would expect in today’s modern work environments:
- Join a growing and successful business
- Genuine career development
- Flexible working conditions
- We are big on sharing celebratory moments, and they often involve cake! (We do gluten free options) – Friday Happy Hour is also a thing
Preferred Skills:
- Diploma of Information Technology
- Knowledge of ticket logging systems
- Knowledge of ITIL framework
What Next?
Do we sound like a good match? If so then we would love to hear from you! Please include a cover letter outlining how your experience, aspirations and values are a match, along with your resume and we will take it from there.
Civica is an equal opportunity employer and welcomes applications from all sections of the community.