[ref. c08185718] Level 1 Support Analyst - Sydney
We’re Civica and we make software that helps deliver critical services for citizens all around the World. From local government to central (federal) government, to education, to health and care, over 5000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.
Our aspiration is to be a GovTech champion everywhere we work across the globe supporting the needs of citizens and those that service them every day. Building on 21 years of continuous growth and success, we’re at a pivotal point on our journey to realise that aspiration.
As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to champion the use of technology in public services, to improve outcomes for citizens and public sectors organisations, then Civica is the right place for you.We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.
About the role
Working across our internal and customer environments, building robust solutions and providing specialist engineering support needs all your natural super powers to be at the ready.
You have deep and broad technical expertise across mature and emerging technology platforms.
Being a part of our Central Services Business Unit, you will be providing ongoing support to the existing customers of Civica’s Software to increase usability.
Responsibilities:
- To act as a single point of contact to assist customers within New Zealand business hours with enquiries for all case types, lodgement of new cases, updates to existing cases and processing of escalation requests.
- Investigate and resolve incident cases within area of responsibility and expertise.
- Being the first point of contact for customers seeking assistance for new or existing incidents, requests or problems. Contact may be received via telephone call or email.
- Lodgement and triage of new incident and request cases in Civica’s case management system within service targets, following published work procedures.
- Receive and respond to telephone and email enquiries related to existing cases, recording the enquiry/update and all response actions on the related case.
- Collection and storage of supporting data and attachments, including identification of personally identifiable data, invoking removal procedure if required.
- Lodgement of case priority escalations when requested by a customer.
- Incident investigation leveraging existing skills and experience, supported by available knowledge content.
- Attempt replication of suspected software defects, recording findings on the related case.
- Fulfilment of standard and non-standard requests leveraging existing skills and experience, or as described in published knowledgebase articles.
- Upon resolution of an incident or fulfilment of a request, record resolution/fulfilment notes on the related case per published work procedures.
- Assignment of cases to senior or specialist teams in a timely manner, where required.
- Identification of emerging trends in case types being logged and flagging to the Service Centre Team Leader.
- Creation and maintenance of knowledgebase article for use by customers and other analysts, enabling a timely and efficient delivery of support.
Requirements
Our Level1 Support Analysts are responsible for providing excellent customer service in line with the Service Desk Charter and Civica Values. They will have to provide application support for products and services produced by Civica to defined service levels.This role would keep you entertained resolving priority and escalated tickets in line with service targets in adherence with Service Desk processes and working practices.
This role also supports our Civica Service Desk Team.
You understand the importance of record keeping, so you will collate customer and platform environment technical specifications and maintain up-to-date knowledge articles and configuration documentation.- Excellent verbal and written communication skills and the ability to interact professionally with a diverse group (Internal and external stakeholders) whilst providing an excellent customer experience
- Ability to meet, and even exceed, KPIs
- High attention to detail with strong problem solving skills
- Hopefully, you also have ITIL Foundation Qualification, previous experience supporting different applications, and perhaps some programming and scripting background
- Demonstrable ability to operate Microsoft Windows/Office software
- Experience supporting enterprise software applications
- Ability to perform basic SQL database queries
Why you'll love working with us.
We 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.