Airlines IT

Description:

Support Analyst (Job Number: 024795)

Based in Sydney
6 Month Opportunity
Opportunity to part of a dynamic and evolving business

Our Company

It’s about Australia’s largest domestic and international airline. Qantas is widely regarded as a leading airline and one of the strongest brands in Australia. We have built a reputation for excellence in safety, operational reliability, engineering and maintenance, and customer service. Qantas proudly recognises the value and the dedication of our employees across the globe and is one of the largest employers in Australia.

The Role
Your new role as Support Analyst will see you providing first level support for specific segment applications business systems and processes. This role is highly customer focused and will provide key support by responding to customer IT queries and requests, leveraging existing information resources. You will be responsible for clearly advising customers on appropriate actions and resolutions and for taking ownership of the end to end resolution of problems.
The Support Analyst role for Operations is 24x7, with current shift hours providing support from 0600 to 2200 x 7 days with the possibility of rostered on-call 24x7 availability.

Key Responsibilities:

Responding to requests for application assistance in person, via phone or electronically to then diagnose and resolve issues
Ensuring the majority of customer enquiries and issues are resolved at the first point of contact, and in instances where this is not achievable, escalate to the appropriate second level support
Maintaining a comprehensive Knowledge Database and, as required, liaise with second or third level support analysts to answer queries from customers, resolve issues or provide a service.
Tracking the performance of the IT Support Model under the supervision of the Operations Lead and report any deviations against the Service Level Objectives (SLOs)
Assisting with minor enhancement works including but not limited to requirements gathering, documentation, testing and implementation
Responsibility for executing user acceptance tests when new scripts or new ways of working are adopted

Requirements:

Key Requirements:

Previous experience within a telephone support position ideally within an IT environment
ITIL understanding in the disciplines such as incident & problem solving
Tertiary qualification in Information Technology, Business Information Systems, Computer Engineering, Computer Information System or relevant field, or equivalent proven airline experience (business process/systems)
A strong work ethos with the ability to work independently after receiving direction or guidance as well as within a team environment
The ability to plan, prioritise and meet strict deadlines within a high-pressure environment.
Outstanding verbal, written and presentation skills with an ability to communicate in both technical and business language
Experience with Amadeus suite of applications, highly regarded
Experience with IPads and mobile applications desirable

In return, Qantas will offer you a diverse and attractive range of benefits, and a variety of career options arising from the complexity and specialisation of the various businesses.

Embrace the Spirit and submit your application today using the Apply button above.

Qantas is an Equal Opportunity Employer, and we invite you to be part of an organisation that fosters a diverse workplace, supports many charities and environmental initiatives, and is actively committed to Australia’s youth, the arts and sport. Aboriginal and Torres Strait Islander people are encouraged to apply.

Recruitment Agencies - please be advised Qantas do not accept unsolicited resumes. Qantas will not recognise an entitlement to an introduction or placement fee unless the Agency has been briefed by a member of the Careers team on a specific position for which we have requested candidates via the Agency Portal. Note we are not considering additions to our list of Panel Suppliers.

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