Technical Support Analyst

5 months ago

Christchurch, New Zealand MYOB Full time

We’re MYOB, a business management platform designed to unleash the potential of businesses across Australia and New Zealand As the #originalstartup, our roots are in finance and accounting software, but today we are so much more. We help our Aussie and Kiwi customers unleash their full potential, giving them the tools to Start, Survive and Succeed: all in the one place.

We’re always on the hunt for those who bring a different perspective, diversity of thought and the drive to make our culture even better. Take your career to a new dimension at MYOB.

**About the Team**

Our award-winning Employee Experience team is made up of experts who are focused on reimagining new ways of working and enabling all MYOBelievers to help more businesses in Australia and New Zealand reach their potential. From talent acquisition, people advisory, organisational development to employee services, digital experience, and workplace experience, we ensure your ride with MYOB is an exceptional one.

**About the role**

Are you a tech-savvy problem solver who loves helping others and has a passion for customer service and continuous improvement? If so, you might be just the right fit for our Technical Support Analyst role at MYOB.

We are seeking a dedicated and seasoned Analyst to join our Helpdesk team. You will play a pivotal role in ensuring top-notch technical support for our employees. Your responsibilities will encompass not only resolving helpdesk tickets but also driving the adoption of self-service solutions that can seamlessly grow alongside our business.

In this role, you will with your peers in the Internal Helpdesk and collaborate closely with other IT teams across the organisation, efficiently handling support requests, and delivering improvements across our internal IT systems.

If you possess a deep technical foundation and a genuine commitment to enhancing the employee experience through technology, we encourage you to connect with us.

**What you'll do**:

- Provide level 3 technical assistance to the wider organisation through incoming support requests via various channels (Zendesk Support, Zendesk Messaging, Slack, and Halp).
- Respond promptly, document inquiries, and track technical issues.
- Collaborate with internal IT teams to ensure positive outcomes.
- Contribute towards the continuous improvement of the Helpdesk team’s processes, simplifying and automating tasks and actively contributing to continuous improvement efforts.
- Crafting and maintaining documentation for support processes. Additionally, you’ll develop knowledge base content for both end-users and internal teams.
- Drive self-service capabilities and work towards improving response times for our team.

**What we are looking for**:
Someone with solid experience in technical troubleshooting, who is customer-centric, adaptable, and has a can-do attitude with a real desire to help people, as well as:

- Good communication, interpersonal, and relationship leadership skills are essential for this role.
- An ITIL Foundation V3 or equivalent IT certification or experience.

**Our Culture & Benefits**

Our values have stood the test of time. If you want to work and collaborate where opinions are valued, and your ideas can make a difference, come to a place where Your Work Matters.

\uD83C\uDFA5 See what it's like to work at MYOB and what we're all about.

\uD83C\uDFAF Do your best work in a flexible work environment, right down to financial assistance to set up your home office it’s called Flexperience, and it’s designed by you and your team

\uD83C\uDFAF Our partnership with Smiling Mind helps support the wellbeing of our team members and customers

\uD83C\uDFAF Drive your own learning via conferences, in-house training, LinkedIn Learning, study assistance and a strong focus on leaders creating a learning environment

\uD83C\uDFAF A multitude of leave options including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, volunteer leave, study leave, plus more

\uD83C\uDFAF Communities built around ‘Wellness’, ‘Belonging’ and the ‘Planet’ where you can make a meaningful contribution

\uD83C\uDFAF Access to best-in-class discounts and vouchers from leading retailers, and a lot more.

We are proud to be a Circle Back Initiative Employer and we commit to responding to every applicant.

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