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Application Support Analyst

Full Time
NSW, Sydney
Posted on 09.08.2017
  • CBD Location
  • Permanent Employment
  • New high tech offices

This is an excellent opportunity for a Application Support Analyst to join a creative IT Service Management Software company on a permanent basis.


Application Support Analyst

You will report to the VP Customer Service and join the global support team which provide first and second line support to customers, ensuring fast and concise responses to calls.

Duties & Responsibilities:

  • Work on a 24/7 Support shift plan to support the global base
  • Log bugs and major incidents with 3rd line support
  • Perform customer call backs and monitor calls through to resolution
  • Actively manage customer satisfaction and provide timely updates on call progress
  • Provide advice and guidance on how best to configure systems to meet customer requirements
  • Pursue system traces or queries concerning customer databases in order to gather enough information to be able to triage calls and assess the need for workarounds or application fixes
  • Roll out version upgrades for customers and where necessary, carry out customization rewrites or migrations
  • Engage in small managed development projects such as system connectors and screen designs
Qualifications and Experience
  • Experience of working in a customer facing or customer service role would be considered beneficial
  • Proven technical application support experience is required
  • Experience of troubleshooting and service support would be beneficial
  • Working knowledge of web protocols and infrastructure required
  • SQL Query experience required
  • Strong technical skills in JavaScript, SQL, HTML and CSS would be advantageous
  • Experience of logging product/development issues in ITIL/ ITSM systems is required
What do you get
  • Work in a beautiful office in the CBD
  • Excellent culture
  • Lucrative salary package based on experience

To be considered for the role click the 'Apply' button or for more information about this and other opportunities please contact Michael Waters on 02 94645704. Please quote our job reference number: 200170886.

Reference Number: 200170886_6

Contact Details:

How to Apply?

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