We are happy when our customers are happy! You have the opportunity to help our team shape a positive support experience for our customers.
The First Line Support role will perform Service Desk support activities for Sectra solutions across Australia and New Zealand. You will be the first point of contact for the customer, which gives this role a unique possibility to ensure a great user experience from the start in whatever support related activity (e.g. incident, a change proposal, a request or just a question).
Beyond the local Service Desk, you will assist with Regional Service Desk activities, collaborating with Sectra service desk teams in other countries to share knowledge, align ways of working, and help provide seamless support coverage for customers across time zones. You will also support customer portfolios with engineering tasks, contributing to the ongoing technical health and configuration of Sectra solutions at those sites. To achieve this, you will need to be service-minded and have excellent oral and written communication skills.
This is a junior position (e.g. recent IT graduate) and would suit applicants who enjoy working in a dynamic, technical environment and have an interest in health outcomes and Healthcare IT solutions.
Life at Sectra
Your work here at Sectra will have a direct impact on our mission to create solutions that are beneficial for life, working closely with our customers and end users. Our culture is focused on principles of transparency, personal empowerment, and collaboration. We prioritize your professional and personal development.
We offer
A professional workplace with fantastic colleagues, who also have fun at work.
A work environment where your voice will be heard and where your efforts make a difference.
The ability to work with products that bring real benefits to society.
An environment that features technically advanced systems and where patient safety and efficient workflows are key aspects.
An international environment with the opportunity to work in, or with, other countries and cultures.
Key Responsibilities
Handle support matters including:
Handle the communication channels from stakeholders (Customers, Partners and/or Suppliers): Phone, Email, Chat and User Portal
Record Cases in the ServiceDesk system and secure quality input through correct description, a safety/risk evaluation and prioritization
Swiftly analyse, attempt to provide a resolution and close Case if possible. Route support Cases to specialized groups (Second line support) when needed
Monitor the response times and review against targets, ensuring that the stakeholders have access to the Case and its information
Monitor the progress of non-allocated and non-active cases
Handle Monitoring events and record relevant alerts according to procedures
Support the ANZ Customer Portfolios by handling low risk engineering tasks e.g. repeatable service requests
Assist with analysis, processing and reporting of service management functions such as incident, problem and change management supporting the Portfolio Managers and Customer Success Managers
Role Requirements
Flexible hybrid working with 3 days per week in office, 2 days work from home
Infrequent travel to Customer sites if required
Skills & Requirements
At Sectra, we hire for attitude and ability – train for skill. This means who you are is more important than your previous experiences. There are a few core abilities that are central for any role. We always look for your willingness and ability to learn and take on new tasks fast, utilize previous experiences and quickly grasp new information. We also want you to have a strong analytical mindset in which we consider it to be important that you can understand and break down and solve problems. We also want you to be a good communicator where you can interact with colleagues, partners and customers in an effective, clear and constructive way.
In addition to these abilities, we also want you to:
Have a degree in Computer Science, IT, or other related field degree/education
You value customer contact and thrive in a fast-paced technological environment
Ability to operate in a technical and professional environment
General IT know-how in order to fully understand your customers’ support needs
An outgoing personality
Fluency in English
We consider it a great asset if you:
Speak more languages than those required above
Have experience with other cultures
Have interests besides work
Have knowledge of medical imaging workflows and tools
You are interested in the latest technologies and how they may apply to healthcare settings
Have knowledge of the ITIL framework
Other information:
We recruit on an ongoing basis. This means we encourage you to apply or contact us as soon as possible.
A mandatory background security screening might be performed as part of the recruitment process at Sectra. Please reach out to the responsible hiring team if you have any questions regarding this.
Great Place to Work
Making a difference
Great colleagues
Personal development
Innovation & technology
Global environment
Working close to customers
About the company
Sectra develops and sells cutting-edge solutions for medical IT and cybersecurity. We help hospitals and those who are training future healthcare personnel to improve their efficiency so that patients can receive better care. We also support and help defense, authorities, and critical social functions to secure their communication against eavesdropping and protect their systems against unauthorized access. This is how we create conditions for a healthier and safer society.
One thing that identifies us at Sectra is our customer obsession— our ability and willingness to understand, create value for and stand up for our customers. This shared priority is at the core of our culture. Our customers describe this as having the knowledge to meet expectations, the passion to exceed them. As we hire for attitude and ability - train for skill, we happily expand your knowledge, if you bring the passion and willingness to learn.
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Lee Speir | Contact Person
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Sectra
Sydney | Hybrid
