XTN-66D2672 | HELPDESK ANALYST

To work as part of the IT Helpdesk team providing front line software and hardware support and advice to our clients, within agreed departmental timeframes. To actively participate in the team and assist the company in achieving its goals and objectives. To work closely with the IT Helpdesk Team Leader to ensure customer satisfaction. To assist and be part of all aspects of compliance.

To support the achievement of Recoveries Corporation Group’s business objectives through the provision of efficient IT Helpdesk services. Specifically, this may involve tasks such as:

• Answer support calls to the Helpdesk

• Managing support jobs in the job logging platform to comply with departmental guidelines & SLA’s

• Reviewing and optimising processes • Resolving Level 1 to Level 2 issues and requests

• Involvement in project work as required by the IT Operations Manager and Technical Director

• Escalation of more complex issues/request to the relevant IT divisions/staff members

• Follow-up of outstanding support jobs and reporting back to clients with progress updates

• Liaising and advising clients of completed support jobs and ensuring these jobs have been appropriately updated and closed off

• Setup, change and termination of systems access

• Providing feedback to and mentoring of members of the IT Operations team

• Participating in performance review activities when required

• Assisting with the reporting activities required of the IT Operations team (eg. Licensing reports)

• ISO compliance

• Actively support the Quality Management System’s policies and procedures

• Other IT Support and administrative duties as identified by management

*Specific tasks associated with this role may change from time to time as business needs change 

Qualifications / Knowledge
• Post-secondary qualifications desirable
• ITIL training desirable
• Knowledge of group administration processes and procedures
• Detailed Knowledge of service level agreements
• Knowledge of workplace policies (Privacy, EEO, OHS)

Experience
• Solid experience in a service desk or helpdesk role.
• Experience working in an ISO 27001/9001 certified environment
• Experience in a call centre environment
• Collections or finance industry preferable but not necessary
• Experience in a corporate environment, Microsoft Office suite and in house software

Capabilities
• All tasks should be geared towards satisfying the customer, however with diligence in order to avoid jeopardising the success of the Company
• Listening to customers’ needs and wants and taking action when issues arise
• Establishes open channels of communication with others. Expresses own ideas and opinions in an appropriate manner and is receptive to the suggestions and opinions of others
• Cooperates and works effectively with others in the pursuit of team objectives, subsumes personal goals to the collective goals of the team. Shows concern for the needs of team members and offers support when required
• Creates actions plans for work and organises time and resources effectively. Establishes priorities, deadlines and objectives to guide work activities
• Establishes clear priorities to guide the activities of the role; schedules and activities to ensure optimum use of time and resources
• Ability to clearly communicate with all levels of staff and clients. Ability to interpret reports and convey accordingly at all levels

Attributes
• Reliable/diligent/honest/hard working
• Flexible – working hours, staying back to complete tasks, new platforms and challenges
• Attention to detail and standards of excellence
• Committed to the achievement and maintenance of quality