Helpdesk Support Analyst

Summary about this job

Detail information about job Helpdesk Support Analyst. Terms and conditions vacancy

• Work for one of Australia's fastest growing medical device companies
• Excellent Level 1 technical support role
• Opportunity to grow and develop your career

BD is a leading medical technology company that partners with customers and stakeholders to address many of the world’s most pressing and evolving health needs. Our innovative solutions are focused on improving medication management and patient safety; supporting infection prevention practices; equipping surgical and interventional procedures; improving drug delivery; aiding anaesthesiology and respiratory care; advancing cellular research and applications; enhancing the diagnosis of infectious diseases and cancers; and supporting the management of diabetes. We are more than 55,000 associates in 50 countries who strive to fulfil our purpose of “Advancing the World of Health” by advancing the quality, accessibility, safety and affordability of healthcare around the world. In 2015, BD welcomed CareFusion and its products into the BD family of solutions. For more information on BD, please visit www.bd.com.

This is a fantastic opportunity to join a large medical devices company, providing technical support to our cutting-edge automation product range. An office-based position working within a small team of engineers, the Helpdesk Analyst will provide Level 1 technical support. This role involves taking inbound calls from customers, logging case information, Level 1 troubleshooting, making outgoing calls and general administration duties.

Key Responsibilities:

• Take inbound calls from customers and in the first instance identify the reason for the call and the needs of the customer.
• Provide first line support (Level 1). Support is provided over the phone as well as via remote access to BD Equipment.
• Prioritise calls based on the needs of the client and the type of support required.
• Liaising with the customer throughout the process of dealing with the enquiry.
• Planning and scheduling engineer tasks and allocate resources effectively to meet customer service call demands.
• Manage both reactive and planned maintenance visits.
• Liaise with the Engineering team and Customer Service Analyst to organise on-site support for the customer. 
• Updating and maintaining the CRM system with details on the cases that have been raised.  

Skills and Experience:

• Computer skills including Microsoft Office Packages, especially Excel and preferably a CRM based system.
• High quality customer communication and listening skills.
• The ability to establish a rapport with the customers and empathise with their needs.
• Excellent organising, coordinating and planning capabilities.
• Willing and eager to learn technical aspects of the role and products.
• Professional and efficient manner.
• Desirable - some technical support experience, ideally from a medical or healthcare background.

If you are a great administrator, have some technical support experience, are interested in the automation product range and are driven, then apply now!

To learn more about the role please contact Maddie Brown on 02 8875 7182.