Systems Support Analyst
Fuji Xerox Australia Pty. Ltd (Upstream Solutions)
Melbourne VIC
Junior Team Member
- Responsible for Level 1 and Level 2 system support ticket resolution across the company.
- Escalate software problems that cannot be resolved to the appropriate level of support.
- Provided support for end users requiring software support via phone, email, remotely and desk side.
- Performed unit and system testing (coordinated user acceptance testing) and scoping code changes for development and deployment into production systems.
- Enhanced knowledge base documentation available for end users.
- Train and assist end users in the use of company's software.
- Data management and maintenance.
- Support Sales Team by administering Salesforce and Hoopla (leverages Salesforce data to provide TV animations and scorecards).
- Provide support for customer projects, posting issues in call tracking system.
- Maintained technical accuracy by keeping current on policies, products, and industry trends.
- Works in tandem with IT Help Desk and reports to Application Support Team Leader.
- Supports IT Help Desk with monitoring, organising, logging and editing tickets (Service Requests, Incident Requests, Interaction requests) in ServiceNow ticketing system.
Progress
Jun 2016 - Jun 2017
Skills
Level 1 Support
Level 2 Support
Software Support
Software System Analysis
Software System Testing
Knowledge Base Documentation
End User Training
End User Support
Data Management
Data Maintenance
Salesforce (CRM)
Hoopla (Employee Motivation and Engagement Platform)
Lotus Notes: Sales Order Database
PropBuilder (Deal Management)
ServiceNow (Service Management)
SAP Crystal Reports (Reporting Services)
UltraVMC Viewer (Remote Access Software)
Exposure to SQL
Team Work
Service Requests
Analytical Thinking
Problem Solving