Support Analyst

09 Jan 2019
02 Feb 2019
Contract Type
See yourself being part of a large, transformational change? This could be the role for you! Who we are

At IRESS, we believe technology should help people perform better every day. Since our beginning in 1993, people across financial services have trusted us to take their performance to the next level. From the world's most established financial brands to new and disruptive players, we help improve every aspect of our clients' businesses so that they can work better, every day.

IRESS is one of Australia's largest technology companies and employs more than 1,900 people across Australia, United Kingdom, South Africa, Canada, New Zealand and Asia.

The role

To provide exceptional application support within a vibrant help desk environment for a diverse client base:

  • Exceed customer expectations, providing excellent customer service and support over the telephone
  • Take ownership of customer queries through to resolution
  • Problem solving for and with clients
  • Proactively work towards achieving departmental objectives and targets
  • Sharing knowledge and best practice with colleagues
  • Capturing feedback from client contacts to provide evidence of where improvements are required as well as where praise is due
What you will be doing
  • A calm, systematic and methodical approach to addressing clients' issues
  • The ability to take responsibility and ownership for support queries
  • A good telephone manner and interpersonal skills, with an approachable attitude
  • A willingness and ability to learn the in-house software systems well enough to technically deliver 1st and 2nd line support in a clear and effective way to clients
  • Excellent verbal and written communication skills
What you will need
  • Your experience will ideally be in a Support, Helpdesk and/or Financial Services environment, where you provide excellent customer service.
  • A basic understanding of relevant areas of IT and the ability and willingness to learn is essential.
  • You enjoy working as part of a team, as well as being comfortable working alone, using your own initiative.
  • Analytical skills, strong attention to detail and the ability to effectively troubleshoot and resolve issues are also required.
Why work with us
  • Competitive remuneration

  • Global opportunities

  • Casual dress, flexible work policy

  • Access to learning and development programs

  • Health Benefits including Private Medical Insurance

  • IRESS Community

  • 3 days' leave per year for charity initiatives

  • Global 36-hour hackathon

  • Cycle to Work scheme

  • 25 days holiday plus Bank Holidays

  • Profit Share Plan

  • Up to 26 weeks' paid parental leave for primary carers (up to 4 weeks for secondary carers), and the ability to work part-time when returning to work.