Information Technology

L2 Service Desk Analyst

We have an exciting opportunity for an experienced L2 Service Desk Analyst. Work from home or office based—you choose!  Must be willing to work flexible hours.

When you join Yempo, you’ll receive the following fantastic benefits:

  • Highly competitive salary – paid weekly!
  • We will provide HMO benefits for you and your dependents on commencement
  • 20 vacation days per year; 7 sick days
  • Annual performance bonus and incentives
  • Annual salary reviews and increases
    • True hybrid working environment, do your best work wherever it suits you and your family, home or the office it’s your choice.
    • Family friendly work environment – Your family is #1. Ours too. We value everybody’s freedom to support and prioritise their home life without apology.
    • Prestigious clients and highly professional and friendly co-workers based here and in Australia
  • Free cooked rice, snacks, and hot drinks
  • Company polo shirts are provided

Our client

In this position, you will be assigned to our Melbourne-based client. They are a HealthTech company supporting respiratory health management. Its world first technology detects wheeze, a typical symptom of asthma, COPD and respiratory disease to provide an objective measure of airway limitation. The client’s innovative technology comprises of a Health Portal, App and a simple, easy to use, handheld device called wheezo™. The Health Portal is a multi-tenant SaaS platform that facilitates the sharing of data with caregivers, physicians and other health care professionals. Their mission is to help improve the quality of life for hundreds of millions of children and adults around the world.

Your Responsibilities:

You will provide comprehensive support to client’s B2B clients (Health Care Providers) and to our end customers (patients).  Whilst compiling their internal knowledge base, this role conducts educational training sessions for clinics, physicians & patients and provides technical support for wheezo, other third-party devices (e.g. scales, blood pressure cuffs), app (across both iOS and Android platforms), and health portal users.  In the context of the latter, you will also be working directly with the engineering and digital teams on implementing new support systems and test strategies.

Key responsibilities include:

  • Management of all Zendesk tickets.
  • Set-up and maintenance of Chat Bot Zendesk Messaging.
  • Online training sessions.
  • Provide telephone and online chat/email support services to devise, app, and portal users.
  • Develop key procedures and respond to requests for assistance by providing information to enable users to resolve their problems.
  • Maintain accurate log entries of service requests and incidents with clear resolution timeframes.
  • Liaise with the engineering and digital teams on development priorities.
  • Liaise with the commercial team on training content and delivery priorities.
  • Create and maintain channels and means of communication that enable sharing of relevant customer feedback with the appropriate department.
  • Ensure that incidents and service requests are escalated to the appropriate team when necessary.
  • Support the developments of test procedures that prevent common incidents from occurring.
  • Review end user documentation, e.g. user manual, and ensure currency and accuracy.
  • Collect and categorise feature requests from customers and internal stakeholders.
  • Contribute to the automation of common customers’ requests.
  • Contribute to the service desk knowledge base by creating and updating articles, establishing FAQ, etc.

Your Background: 

  • Bachelor’s Degree in marketing and/or related technical field.
  • L2 technical customer/Service Desk support.
  • 3 to 7 years of relevant service and front-line desk roles.
  • Strong technical knowledge covering device/hardware, mobile/app, portals, generic IT support (Windows/Mac), and service desk support systems.
  • Proficient in competent and friendly outbound calls and educational training sessions.
  • Full proficiency with Zendesk and Monday.
  • Strong oral and written communication skills.
  • Full proficiency in English – oral, written.
  • Confident demeanour.
  • Excellent customer service skills.
  • Outstanding time management with the ability to exceed in a complex and high-pressure environment.
  • Exceptional troubleshooting and problem-solving skills.
  • Wanting to work with a fast paced and passionate team helping to build positive mental wellness at work.

Nice to Have:

  • Experience in Health care
  • Experience in Atlassian suite

If you’re ambitious and eager to climb the career ladder, including aspirations to take on management roles soon, we welcome and encourage your growth within our organization. Your drive and determination will be valued and supported as you progress in your career with us.

Disclaimer for Salary Ranges – Yempo provides an indicative range of salary that we deem relevant for the advertised role. This may be adjusted for the skills and experience of the selected candidate. Final job offer will be within the advertised range or higher.

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