Application Support Analyst vacancy in Australia
Job Title: Application Support Analyst
Work type: Full time Exempt
Location: Melb - Abbotsford
Background Information:
Based at Computershare's head office in Abbotsford, we have an opportunity for a solutions oriented, lateral thinker to join our Business Services team in the role of Application Support Analyst. Business Services, part of Computershare Technology Services, provide the service transition and delivery for technology solutions.
Working in a team with 4 other Support Analysts, this role reports to the Product Support Manager and supports a broad range of applications throughout our business.
The position is required to liaise with the business, direct clients and other technology teams, and provides exposure to complex environments and interfaces through issue diagnosis, application requirement analysis, processing requirements and some essential testing. The Support Analyst is fully conversant in the operational needs of the end user and their systems and is seen as an expert. A major part of this role is to share this knowledge and expertise with others; within the team and with business teams.
The Application Support Analysts work on a shift basis. This consists of a morning shift, 7:00am – 3:00pm, and an afternoon shift 11:00am – 7:00pm. To be considered for this position you must have the flexibility to work both shifts. This position is also part of a 24/7 on call roster every 5 weeks.
Key Responsibilities Include (but are not limited to):
-Respond to requests for technical assistance in person, via phone and electronically
-Diagnose the causes of items reported
-Liaise with development teams to resolve software issues
-Research questions using available information resources
-Advise user on appropriate action
-Log all request interactions
-Redirect problems to appropriate resource
-Identify and escalate situations requiring urgent attention
-Track and route problems and requests and document resolutions
-Stay current with system information, changes and updates
-Ensure all relevant processes, documents, checklists and standards are adhered to in order to maximise quality
-Identify, analyse and escalate key risks and issues of recurring support issues.
This position will ideally suit someone technically minded who enjoys working with people and solving problems. This is an excellent opportunity to work with a variety of people across the business and gain exposure to a broad range of applications.
To be considered for this role you must also have:
-Experience working in an IT Support or Helpdesk position
-The ability to identify technical and application issues, and deliver resolution to identified issues
-Excellent customer service skills and a strong support ethic
-Ability to communicate effectively in both verbal and written forms with people at various levels of the organisation
-Strong documentation skills
-Strong technical aptitude
-Proven ability to communicate effectively with people throughout the business
-Excellent attention to detail with a focus on quality
-Excellent time management with the ability to prioritise accordingly
-Proven ability to work well in a team
-ITIL certification (desirable)
How to Apply:
Read more information from the original website by following the link below;
http://careers.computershare.com/jobDetails.asp?sJobIDs=905458&lWorkTypeID=&lLocationID=5370%2C5371%2C5372%2C5373%2C5374%2C5375%2C5376%2C5377%2C7167%2C8368%2C8369&lCategoryID=&stp=AW&sLanguage=en
Closing date:25 Oct 2013 5:55pm Aus. Eastern Standard Time
Work type: Full time Exempt
Location: Melb - Abbotsford
Background Information:
Based at Computershare's head office in Abbotsford, we have an opportunity for a solutions oriented, lateral thinker to join our Business Services team in the role of Application Support Analyst. Business Services, part of Computershare Technology Services, provide the service transition and delivery for technology solutions.
Working in a team with 4 other Support Analysts, this role reports to the Product Support Manager and supports a broad range of applications throughout our business.
The position is required to liaise with the business, direct clients and other technology teams, and provides exposure to complex environments and interfaces through issue diagnosis, application requirement analysis, processing requirements and some essential testing. The Support Analyst is fully conversant in the operational needs of the end user and their systems and is seen as an expert. A major part of this role is to share this knowledge and expertise with others; within the team and with business teams.
The Application Support Analysts work on a shift basis. This consists of a morning shift, 7:00am – 3:00pm, and an afternoon shift 11:00am – 7:00pm. To be considered for this position you must have the flexibility to work both shifts. This position is also part of a 24/7 on call roster every 5 weeks.
Key Responsibilities Include (but are not limited to):
-Respond to requests for technical assistance in person, via phone and electronically
-Diagnose the causes of items reported
-Liaise with development teams to resolve software issues
-Research questions using available information resources
-Advise user on appropriate action
-Log all request interactions
-Redirect problems to appropriate resource
-Identify and escalate situations requiring urgent attention
-Track and route problems and requests and document resolutions
-Stay current with system information, changes and updates
-Ensure all relevant processes, documents, checklists and standards are adhered to in order to maximise quality
-Identify, analyse and escalate key risks and issues of recurring support issues.
This position will ideally suit someone technically minded who enjoys working with people and solving problems. This is an excellent opportunity to work with a variety of people across the business and gain exposure to a broad range of applications.
To be considered for this role you must also have:
-Experience working in an IT Support or Helpdesk position
-The ability to identify technical and application issues, and deliver resolution to identified issues
-Excellent customer service skills and a strong support ethic
-Ability to communicate effectively in both verbal and written forms with people at various levels of the organisation
-Strong documentation skills
-Strong technical aptitude
-Proven ability to communicate effectively with people throughout the business
-Excellent attention to detail with a focus on quality
-Excellent time management with the ability to prioritise accordingly
-Proven ability to work well in a team
-ITIL certification (desirable)
How to Apply:
Read more information from the original website by following the link below;
http://careers.computershare.com/jobDetails.asp?sJobIDs=905458&lWorkTypeID=&lLocationID=5370%2C5371%2C5372%2C5373%2C5374%2C5375%2C5376%2C5377%2C7167%2C8368%2C8369&lCategoryID=&stp=AW&sLanguage=en
Closing date:25 Oct 2013 5:55pm Aus. Eastern Standard Time
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