Application Support Analyst

This organisation is a global leader in the development of integrated and innovative software solutions, with an expanding Australian and International Client base. They pride themselves on quality solutions, exceptional customer service and delivery. With a number of growth initiatives underway, as well as a series of significant client-specific projects they are seeking a skilled Application Support Consultant to join the team.

We are seeking a motivated and customer-focused IT Application Support Analyst to provide responsive and high-quality support for software products. This role involves assisting clients, managing support tickets, and ensuring positive outcomes within agreed service standards.

Key Responsibilities:

• Deliver exceptional application support by understanding client needs and resolving issues efficiently.
• Develop in-depth knowledge of software products to provide accurate technical assistance.
• Manage support tickets effectively, ensuring timely resolution and proactive communication with stakeholders.
• Assist clients with software upgrades for both SaaS and self-hosted platforms.
• Maintain system documentation and contribute to operational planning and after-hours support as needed.
• Collaborate professionally with team members, demonstrating resilience and integrity in challenging situations.
• Support internal improvement projects, sales efforts, and upgrade delivery when required.

Skills & Experience:

• At least 1 year of experience in IT or application support, with a proven ability to resolve customer queries promptly.
• Strong problem-solving skills in software technical issues, including investigation, analysis, and implementation of solutions.
• Familiarity with ticketing systems, change management processes, and help desk tools.
• Excellent time management skills with the ability to prioritise tasks independently.
• Strong interpersonal and written communication skills at both business and technical levels.
• Ability to build and maintain positive client relationships while understanding their needs and delivering tailored solutions.

Desirable Skills:

• Passion for learning new technologies and processes.
• Experience with SQL Server database reporting or scripting.
• ITIL certification or relevant tertiary qualifications.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Stephen Ryan on 08 9266 0931 for a confidential discussion.