Associate Technical Support Analyst

2 days ago

Christchurch, New Zealand MYOB Full time

**We're MYOB**

Kia ora

MYOB is the #originalstartup. Our roots are in finance and accounting software, but today we’re so much more We’re building a business management platform to help more businesses in Australia & Aotearoa Start, Survive & Succeed. Our team is continually transforming, inventing and disrupting conventions. We don’t want you to simply ‘fit’ into our already established culture, we want you to add to it, and make it even better This is MYOB.

**About the Role**

We’re looking for technical support experts that help create amazing support experiences for team members that require technical help.

As a Associate Technical Support Analyst, you will provide low level technical support focused on the Operations and Architecture (O&A) team. This role is largely autonomous and operates alongside the Helpdesk analysts using a different toolset for primary interactions but is still responsible for helping improve the Helpdesk team’s process improvement.

**In This Role, you will**:

- Use Slack and Halp (ticketing system) to handle incoming access requests in a conversational style.
- Fulfill requests within designated SLAs for the products supported by the O&A team.
- Manage your own time and report performance metrics back into the Helpdesk Team Leader.
- Create and maintain documentation relating to support processes.
- Look for opportunities to simplify or automate tasks ticketing platforms.

**Key technical skills**
- Proficiency with Slack
- Ability to follow documented instructions.
- Strong collaboration skills with the ability to work well in multi-functional teams.
- Growth mindset: ability to take and implement feedback.
- Strong customer service focus with excellent written English skills.
- Strong problem solving skills.
- Proficiency using ticketing systems desired, but not essential.
- Experience providing support for developers advantageous.

**Soft Skills**

Working in the IT services organisation you will need to able to thrive in an Agile, fast paced work environment that brings together lean philosophies with the more structure ITIL frameworks. Key capabilities include
- Love sharing your knowledge and skills to help mature and educate the wider IT Services teams
- Have a passion for ensuring the best outcomes for both our internal and external clients
- Have a minimum of 1 years’ experience working in a technical Helpdesk role

**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.
- 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
- Our partnership with Smiling Mind helps support the wellbeing of our team members and customers
- Drive your own learning via conferences, in-house training, LinkedIn Learning, study assistance and a strong focus on leaders creating a learning environment
- 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
- Communities built around ‘Wellness’, ‘Belonging’ and the ‘Planet’ where you can make a meaningful contribution
- 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.

Ngā mihi

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