Senior Analyst

Qantas

Mascot corporate campus location
Salary circa $85K - $100K based on experience
12 month contract

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.

Our IT team is dedicated to delivering innovative and world class services to our customers both internally and externally. With a driven performance culture we are proud to be experts in our fields, striving continuously to be cutting edge and to provide the best possible solutions. This is a rare opportunity to join our evolving and dynamic team.

Your new role will see you supporting the service manager by managing staffing levels, recruitment, staff development and performance within area of responsibility. You will be an integral member of the team and will support the development, implementation and operations of the end to end support services for your business unit. You will proactively signal inefficiencies, potential for process improvement and any problems to the service delivery manager as they arise. You will be solutions focused, continually aiming to lift NPS scores, contain costs and ensure performance targets and financial budgets are met.

You will be responsible for:

Responding to requests for technical 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
Coaching and mentoring of Support Analysts to ensure that they are able to effectively and efficiently handle all customer enquiries and issues and thereby successfully provide customer service end users within agreed service levels
Managing the resolution of incidents and problems to ensure there is minimal disruption to key business operations
Initiating, scoping and managing the implementation of system enhancements and the associated policies, practices and procedures within own area of expertise
Engaging with other business engagement teams, the centres of excellence as well as internal and external customers to closely understand their expectations and ensure they are met
Managing the performance of the IT Support Model and work with management and service partners to address non-performance and manage process improvement initiatives

To be successful in this role you will display:

Tertiary qualifications in Finance/Accounting/Procurement, Information Technology, Business Information Systems, Computer Engineering, Computer Information System or relevant field
Extensive experience in a IT support role within a large corporate organisation
Flexibility and adaptability, with the sound problem solving skills, creative thinking, and a keen attention to detail
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
Courage and resilience in the face of ambiguity, and balancing against flexibility and an openness to change
The ability to cut-through complexity, and an ability to think creatively at both a strategic and tactical level

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

Applications close 24th October 2014.

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.

See full job details and apply at employer site