Support Analyst

6 months ago

Hamilton, New Zealand MSD Full time

**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**

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**:

- 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.

**What You Must have**

**Required**:

- 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.

**Search Firm Representatives Please Read Carefully**

**Employee Status**:
Regular

**Relocation**:
**VISA Sponsorship**:
**Travel Requirements**:
**Flexible Work Arrangements**:
Hybrid

**Shift**:
**Valid Driving License**:
**Hazardous Material(s)**:
**Requisition ID**:R284353

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