BD (Becton, Dickinson and Company) Helpdesk Support Analyst in Brisbane, Australia

Job Description Summary

Office based position working within a small team of engineers providing Level 1 Technical support. The position will involve taking inbound calls from customers, logging case information, Level 1 troubleshooting, making outgoing calls and general administration duties.

Job Description

Key Responsibilities:

  • Take inbound calls from customers and in the first instance identify the reason for the call and the needs of the customer.

  • Provide first line support (Level 1). Support is provided over the phone as well as via remote access to BD equipment.

  • Prioritise calls based on the needs of the client and the type of support required.

  • Liaising with the customer throughout the process of dealing with the enquiry.

  • Planning and scheduling engineer tasks and allocate resources effectively to meet customer service call demands.

  • Manage both reactive and planned maintenance visits.

  • Liaise with the Engineering team and Customer Service Analyst to organise on-site support for the customer.

  • Updating daily the CRM system with details on the cases that have been raised. Maintain the CRM system to ensure that each case raised for a customer has full details of the problem and solution provided. Skills and Experience:

  • Computer skills including Microsoft Office Packages and preferably a CRM based system.

  • High quality customer communication and listening skills.

  • The ability to establish a rapport with the customers and empathise with their needs.

  • Good organising, coordinating and planning capabilities.

  • Willing and eager to learn technical aspects of the role and products.

  • Professional and efficient manner.

  • Desirable - some technical support experience, ideally from a medical or healthcare background.

Primary Work Location

AUS Brisbane

Additional Locations

Work Shift

BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.