Client Support Analyst - Helpdesk/Desktop support

  • Competitive
  • Sydney, New South Wales, Australia
  • Permanent, Full time
  • Macquarie Group
  • 25 Sep 16

Client Support Analyst - Helpdesk/Desktop support

About the role

We are looking for an energetic customer focused individual to join our Technology team at Macquarie's Sydney CBD offices. This customer facing role requires a mix of both Help-desk and Desktop Support skills. The successful candidate will initially be providing support at a walk up and remote based Service Desk function for technology based queries, however, there is opportunity for this role to develop into other business related queries in the future. As well as a general IT help and information point, the walk up Service Desk will be used to provide local technology training and as a hub to provide loan equipment, a repair service, and promotion of IT products.

As a first point of contact for all staff with a query around Technology within Macquarie, you will have immediate impact on the service to the business and be the face of technology. It is essential that you have excellent communication skills, are able to think on your feet, have a flexible and easy-going manner, the ability to multi-task and prioritise as well as work effectively with minimal supervision.

As a customer facing team we are motivated to continually improve our services and are passionate about creating an outstanding customer experience.

Other responsibilities include:

  • Delivering exceptional customer service to the business, ongoing training for this will be provided.
  • Communicating with colleagues and customers in a clear and concise manner, both verbally and in writing.
  • Upholding the service standards and expectations of the team, ensuring that the team goals are met.
  • Assisting the existing Client Support team when required.
  • Understanding the business processes and priorities, training for this will be provided.

About you

Successful applicants will have the following experience and skills:
  • A professional and highly focused customer service approach
  • Excellent communication skills. - both written and verbal
  • Ability to liaise with stakeholders at all levels
  • Aptitude to use initiative and a pro-activeness to deliver to business outcomes
  • A strong team player who demonstrates flexibility and a drive for continuous improvement
  • Aptitude in technology including hardware and software
  • Knowledge of Microsoft Technologies (Windows 7, Office 2007/2013, Active Directory, Exchange)
  • Demonstrates commitment to delivering to the client through following standards & procedures
  • Confidence in meeting new people and adapting approach to suit different stakeholders
  • Willingness to 'own' and be accountable for problems until satisfactorily resolved
  • Ability to work well under pressure, multi-task, prioritise and work effectively with minimal supervision

It is desirable for you to have:
  • Completed external study in a PC/IT related course
  • Previous experience in a Help Desk/Desktop Support role

About us

The Corporate Operations Group (COG) brings together specialist support services including workplace, human resources, market operations and technology. COG's purpose is to drive operational excellence through business-aligned services with a focus on quality, cost and risk. COG comprises the following divisions: Business Improvement and Strategy, Business Services, Human Resources, Market Operations, and Technology.

Find out more about Macquarie careers at www.macquarie.com/careers

Macquarie understands the importance of diversity and inclusion - our long history of success has come from being different. At Macquarie we value the innovation and creativity that diversity of thought brings. The one thing we all have in common is our focus on high performance. If you're capable, motivated and can deliver, we want you on our team.

Advertised: 06 Sep 2016 Aus. Eastern Standard Time
Applications close: