IT Analyst | Information & Technology (Australia Shift Time)

Colliers (NASDAQ, TSX: CIGI) is a leading global diversified professional services company, specializing in commercial real estate services, engineering consultancy and investment management. With operations in 70 countries, our 22,000 enterprising professionals provide exceptional service and expert advice to clients. For nearly 30 years, our experienced leadership – with substantial inside ownership – has consistently delivered approximately 20% compound annual investment returns for shareholders. With annual revenues exceeding $4.5 billion and $99 billion of assets under management, Colliers maximizes the potential of property, infrastructure and real assets to accelerate the success of our clients, investors and people.

We are seeking a dedicated and skilled experienced Technical Analyst to join our first level response customer support team. The ideal candidate will provide exceptional technical assistance to our customers via chat and phone, ensuring timely and effective resolution of their issues. This role requires excellent communication skills, troubleshooting and technical expertise, and a customer-focused approach. The Candidate will also be supporting the junior team members and support in decision-making for challenging situations.

Key Responsibilities:

• Triaging Australia based customer requests or issues raised via ServiceNow, mails or calls and advise the user via chat or phone in a timely and professional manner.
• Diagnose and troubleshoot technical problems, providing clear and concise solutions.
• Perform regular system health checks, user ID maintenance, system performance tuning, capacity planning.
• Escalate complex issues to the appropriate department or personnel when necessary.
• Document customer interactions, including details of inquiries, complaints, and actions taken in ServiceNow.
• Follow up with customers to ensure their issues are resolved and they are satisfied with the service.
• Maintain up-to-date knowledge of the company’s products, services, and support policies.
• Collaborate with other team members to achieve overall customer request resolution.
• Ensure IT operation processes comply with company policy requirements.
• Demonstrate ability to work independently with minimal supervision while also being a proactive team player and team lead.
• Assist in developing and implementing Knowledge Articles and procedures to enhance operational efficiency.
• Manage and mentor junior IT staff, providing guidance and support to ensure their professional development and effective performance.

• Graduation in Information Technology or equivalent; additional technical certifications in Windows are plus.
• Relevant certifications (e.g., ITIL Certified Professional) would be advantageous.
• Minimum 5 years of relevant IT experience.

Requirements:

• Proven experience in a technical support role, preferably in a chat and phone support environment.
• Proven experience in leading a team effectively with team development and driving continuous improvement.
• Strong analytical and technical troubleshooting skills and the ability to diagnose and resolve technical issues.
• High level of experience with ServiceNow, Intune Administrator, Windows Operating System, Networking, Active Directory
• Excellent verbal and written communication skills (English).
• Willingness to learn and adapt to new technologies and methodologies.
• Ability to handle multiple tasks and prioritize effectively.
• Audit the quality of updates for the tickets handled by team and SLA adherence.
• Assist in upgrading/migrating systems and software to ensure secure, reliable, and stable operation of the end-user computing environment.
• Customer-focused attitude with a commitment to providing exceptional service.
• Graduation in Information Technology or equivalent; additional technical certifications in Windows are plus.

Technical Skills:

• Operating Systems: Proficiency in Windows operating systems, installation and upgrades, and troubleshooting.
• Networking: Understanding of Basic networking concepts like WAN, LAN, WiFi, DNS, Firewall and troubleshooting the issues related to network.
• Hardware: Experience with computer and Laptop hardware components, including installation, configuration, and troubleshooting.
• Cloud Services: Understanding of cloud computing services such as Cloud Printing, Azure administration.
• Security: Awareness of cybersecurity principles and practices, including vulnerabilities and their remediation.
• Technical Support Tools: Working knowledge of MS Teams, Azure Tools, Office365 Suits, SharePoint and TeamViewer for remote support. Knowledge of ServiceNow and ability to manage and update requests efficiently.