• Join our Technology Engineering team where you will provide IT support across our group of businesses 
• Be part of a culture that celebrates, respects and supports you for you! 
• Great benefits on holidays, insurance, vehicle servicing, car rentals and accommodation 

What You’ll Do 

We currently have a permanent full-time opportunity for a Service Desk Analyst to join our Technology Engineering team where you will be the first level of support for any IT related matters across the NRMA Group. There is a strong focus on delivering exceptional service to our internal customers and ensuring tickets are resolved within the agreed service levels. The Service Desk Analyst is is to ensure all the required triaging is complete and captured before escalating any IT related matters to the relevant group. 

This role will be based from our Sydney Olympic Park and Sydney CBD offices.   

Specifically, your key responsibilities include: 

• Respond to all phone calls and tickets raised in the ITSM system within an acceptable time  
• Record all call and emails in ITSM call logging software 
• Ensure all tickets raised include all required information and escalating any tickets that cannot be resolved at first level to relevant support groups 
• Update customer of current status of support issues while providing a high level of customer service 
• Update Service Desk team leader before SLA expires in relation to logged support issues 
• Provide setup and support to end users including laptop/desktop, mobile phone, tablets and adhoc queries 
• Support the configuration of existing business applications on the Standard Operating Environment (“SOE”) 
• Research and provide information on technology issues to the team and other support groups 
• Monitor application performance and investigate failures and exceptions within the SOE procedures  
• Provide regular status update of daily operations and other relevant events related to the service desk 
• Create and update knowledge base, FAQ and procedures related to systems, services or applications.  

What You’ll Bring 

• Successful completion of an ITIL Foundation or equivalent certificate level qualification (preferred but not essential) 
• 2 years’ experience in providing technical support to a broad range of users in the corporate environment 
• Sound understanding of the IT infrastructure and systems operated by the Company 
• Intermediate to advanced understanding and skills with Office 365 applications 
• Comprehensive knowledge of Microsoft applications 
• Experience in supporting Avaya phone system; Microsoft Azura; Microsoft 365 certification and Jira Service Management (preferred not essential) 
• Good analytical skills combined with the ability to troubleshoot and resolve technical issues 
• Developed written and verbal communication skills 
• High degree of organisation and time management skills with the ability to prioritise 
• Attention to detail. 

Amazing benefits are yours! 

• Initial training will be provided upon commencement to support you in this role 
• ‘ME' day - one extra day of paid leave per year, called a ME Day, to use at any time during the calendar year. 
• Flexible work options with an inclusive environment where everyone is respected and valued for who they are and their unique contribution 
• Great employee benefits – including discount on all NRMA insurances, free roadside assistance and much more! 
• Market leading 18 weeks paid primary and 4 weeks paid secondary parental leave entitlements 
• Access to exclusive member marketplace benefits - including discounts on fuel, movie tickets, attractions & experiences, cafes & restaurants and many more 
• Reward and recognition for great contributions to the team 

We thank you in advance for your application.  The successful candidate will be subject to a mandatory pre-employment screening process.  

At the NRMA inclusion and diversity are part of our DNA. Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. It fuels our innovation, promotes flexible ways of working and connects us closer to our members and the communities we serve. 
 
Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. The NRMA is not responsible for any fees related to unsolicited resumes. 

Nine is seeking multiple Customer Service Representatives for full-time permanent and max-term positions to join our Australian Metro Publishing's Customer Service Centre team in Sydney. You will engage with customers who subscribe to some of Australia's leading publications, including The Sydney Morning Herald, The Australian Financial Review, and The Age.

Join an enthusiastic team that is dedicated to delivering exceptional customer experiences. We have multiple immediate openings available.

This role primarily allows for working from home, with the expectation of attending in-person sessions during the induction process. 

The Customer Service Team operates on a 7 day a week roster. Employees will work Monday - Sunday on a rotational roster between the hours of 7:30 am and 5:30 pm, Saturday 7:30 am - 10:30 am and Sunday 7:30 am - 11:30 am. 

Note: The start date for this position will be 29 October 2024.

Key Responsibilities:

• Deliver world-class frontline customer service that meets or exceeds customer experience targets.
• Manage customer interactions via phone, email, live chat, and web forms.
• Participate in mandatory in-office sessions during induction.

This role is part of the Global Impact Guided organisation reporting to the GEO Guided Leader. The CSM serves as a named resource to customers who purchase ServiceNow Impact Guided, a value acceleration product that combines predictive software with human ingenuity to help customers adopt ServiceNow solutions quickly, optimise platform health, and realise value faster. The CSM orchestrates all deliverables Impact Guided customers are entitled to, drives consumption of Impact accelerators, and training courses. They also will develop executive relationships across their strategic accounts and will be a single point of contact internally and externally to evangelise the Impact Guided brand. The purpose of this role is to accelerate time to value, mitigate risks.

What you get to do in this role:

• Customer: oversee a small group of strategic accounts. 
  • Responsible for orchestration of all ServiceNow Impact Guided deliverables, entitlements, and customer experience. 
  • Ensure customers are technically healthy and on the most recent version of our product. 
  • Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses.
  • Proactively identify customer needs and offer tailored solutions and support to enhance the overall experience.
• Voice of the Customer: regularly connect with customers to listen and learn, so we may continue enhancing the overall Impact Guided customer experience.
• Escalation Management: manage communication, address concerns, support peers to help mitigate escalations and renewal risk.
• Innovation: identify, propose, and execute innovation projects.
• Project Lead: Will take responsibility for the delivery & reporting of all major programs, projects and initiatives that involve the GEO Guided team using ServiceNow SPM & CWM applications.

As our Regional Customer Service and Security Manager you’ll provide effective management of assigned Customer Service & Security teams, maximising performance and ensuring the highest standards of customer satisfaction are achieved.

You’ll be responsible for ensuring consistent processes, standards, and customer delivery across the NEXTDC facilities in their assigned locations.  You’ll also act as an escalation point for all customer or security matters relating to the team and facility, modelling the view that “Customer First” is embodied in everything we do.

Customer Focus

• Ensure that all customer interactions are timely, courteous, and professional.
• Provide accurate advice, guidance and communication on service requests and incidents to NEXTDC customers and management.
• Work with NEXTDC Facilities, Customer Success, and Customer Solutions   teams around the country to deliver a seamless customer experience.
• Take ownership of complex or difficult service delivery issues and escalations, for both customers and internal matters, and ensure they are brought to a prompt and satisfactory resolution.

People Management

• Provide leadership, support and mentoring to all Customer Service and Security team members
• Provide line management for assigned Customer Service & Security Team Leaders, including:
• Conducting regular 1-on-1s
• Providing timely, constructive feedback
• Managing performance
• Supporting staff development plans and organising any training as required
• Manage the recruitment process for all required team members in the region, including liaising with People & Culture, conducting interviews, and making hiring decisions.