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Support Analyst
3 weeks ago
Our purpose
Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in
About the Role
As a Support Analyst you will be responsible for providing effective and efficient client services.
What you’ll do
**You will be accountable for, but not limited to**:
- Applications management - day to day incident, request and problem management
- Monitoring support issues against agreed SLA’s and/or milestone dates
- Utilize detailed and specific domain knowledge to provide a 24*7 support environment
- Inclusion in an “on-call” roster for after hours support
- Proactively identifying improvements and managing proactive tasks
- Develop a sound understanding of the technical aspects of the support analyst role
What you’ll bring
To be successful in this role, you will have demonstrated working knowledge of the following:
- Use of effective communication skills to understand and assist clients
- Complete initial analysis/diagnosis on issues raised
- Maintain and update the ticketing system throughout Incident or service Request lifecycle
- Understand expected time estimates, SLA’s or completion dates for incidents, requests and problems
- Provide communications/documentation as required that is readable, logically structured and accurate.
Technical Skills
- Java - Spring Framework
- .NET
- Oracle or MS SQL Experience
- Atlassian Tools - Jira, Confluence
- Ability to independently assess, plan and execute tasks
Please note that to be eligible for this role, you must be an NZ Citizen or Permanent Resident.
About us