Support Analyst

2 weeks ago

Hamilton, Waikato, New Zealand Australia Pty Full time
Job Description

Support Analyst – Service Desk

  • Looking for a different challenge as a Service Desk Support Analyst whereby you can still utilise your skills?
  • Permanent full-time opportunity with competitive renumeration and benefits
  • You will be based in Hamilton, NZ with a hybrid working model
  • Work with a high performing, agile and passionate team

As part of the Service Desk team this role is to assist in providing the primary point of contact for our Automation Farming customers, providing excellent customer service, quality technical assistance and support via phone, email, and remote tools.

You will work directly with customers to understand, log, and triage their requests through our key systems. You will also help proactively monitor, troubleshoot, and escalate potential issues identified on customer sites via our remote monitoring and support tools.

Part of the role is to also help derive reliable quality metrics and provide a valuable "bridge" to the wider support service and development teams to help drive improvement.

What You Will Do

Responsibilities include, however not limited to

  • Be the initial point of contact for customer technical support calls and related emails.
  • You will systematically and logically work through software and hardware queries, resolving where possible, and escalating if required.
  • Provide a professional, emphatic, and consistent customer experience through strong communication and ownership.
  • Evaluate system performance using our remote monitoring and alert system "Splunk" and other support tools.
  • Record, triage and track customer queries and requests as well as manage all relevant information through the company's CRM system(s).
  • Collaborate with the development team to improve and optimise products as well as the end-to-end customer experience.
  • Maintain and update the knowledge base and troubleshooting guides for providing both internal and external support from the Service Desk as well as produce or collaborate on Standard Operating Procedures (SOPs) where deemed necessary.
  • Stay up to date with the latest product releases and to be responsible for providing training to customers on how to manage and utilise their hardware and software systems.
  • Accepting of changes to the regular roster to deal with peak seasonal periods of customer support. This may require some weekend work and irregular hours.

Required

What You Must have

  • Relevant tertiary qualification (e.g., Information Technology, Electronics, Radio, Electrical); or a minimum 2 years' experience in a related field.
  • Excellent written and verbal communication skills.
  • Ability to build strong internal and external relationships.
  • Ability to empathise with internal and external customers.
  • Strong time management with the ability to effectively prioritise and manage demands from external customers in geographically different parts of the country (and at the times the world) as well as internal staff and teams.
  • Excellent problem-solving skills and the ability to resolve issues in a systematic and consistent manner.
  • Strong self-motivation.
  • Ability to effectively work and collaborate as part of a team.
  • Willingness to be a continual learner and seek out ways to continually improve the service and support provided from the Service Desk team.
  • Experience using the Microsoft Office Application Suite in particular Excel, Outlook, and Word.

Advantageous

  • Previous experience within an IT Service Desk or customer facing support role.
  • Dairy farm experience and understanding the operation of the milking process.
  • Experience and/or qualifications in database management including SQL.
  • Reporting and Analytics skills and experience.
  • Experience and understanding of Splunk monitoring system.
  • Ability to at times remotely deliver training to customers on process, hardware, software and troubleshooting.

What You Can Expect

  • Joining a collaborative team of likeminded individuals
  • Have exposure across the company within various specialist teams
  • An opportunity to build a solid career and be part of a structured supportive team, in an expanding organisation

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

Current Employees apply HERE

Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully

Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status

Regular

Relocation

VISA Sponsorship

Travel Requirements

Flexible Work Arrangements

Hybrid

Shift

Valid Driving License

Hazardous Material(s)

Job Posting End Date

06/18/2024
  • A job posting is effective until PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Job Posting End Date 06/18/2024

A job posting is effective until PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Requisition ID R293560
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