Application Service Support Analyst

Support business-critical apps for members nationally
Work from our Pitt St office with world-class facilities on site
Free gym membership for you and your buddy, plus discounted PT

In a nutshell

Ensure the smooth operation and support of our organisation’s applications and software systems, while enhancing the overall efficiency and effectiveness of our IT services

A day in the life

Reporting to Head of IT

You’ll support Australia with first level technical support for end users experiencing application-related issues
You’ll collaborate with cross functional teams, including developers, system administrators and business stakeholders to diagnose and resolve complex technical problems
You’ll monitor the performance and availability of applications, promptly identifying and addressing potential issues to ensure uninterrupted service
You’ll manage and prioritise support requests through a ticketing system, ensuring accurate documentation and timely resolution
You’ll assist in the implementation of application updates, patches, and enhancements, ensuring minimal disruption to users while maximizing system performance.
You’ll contribute to the creation and maintenance of support documentation, user guides, and knowledge base articles to empower users and streamline support processes.
You’ll collaborate with the IT team to identify opportunities for process improvement, automation, and efficiency gains in application support and management.
You’ll participate in on-call rotations to provide after-hours support when necessary

To land this gig… and your ongoing mindset

You have 1-3 years of aligned experience or a relevant qual (Bachelor’s degree in computer science, information technology)
You have strong knowledge of software applications, web applications (.net), operating systems, and database systems
You have experience with Microsoft SQL Server. You may have an IT certification and are familiar with scripting languages. A+ for you.
You have experience with ticketing systems like Freshdesk, Service Now, BMS required and IT service management practices
You’re cool under pressure when it comes to trouble shooting technical issues, analysing logs and diagnosing problems.
You are people-focused. You’re warm, honest and genuine. You get a kick out of helping others and solving system issues to create seamless IT experiences for people.
You are self-assured. You listen intently. You can explain just about anything to anyone and you’re comfortable communicating at all levels.
You’re perceptive, you ask questions and you strive to understand. You enjoy solving problems. You don’t get flustered easily. You’re comfortable managing your time and can be counted on to prioritise issues and manage multiple problems at once

What success looks like

Be Yourself – be who you really are
Go Together – work together as one team
Work Hard – jump in and get your hands dirty
Dream Big – reach for the sky

And the additional key result areas for you…

Employee Experience – provide IT support to users… in a way that maximises employee engagement
Member Experience – champion the help desk experience… in a way that maximises our love levels
Financial Performance – maintain systems at peak performance and within budget

What we offer you

One of the world’s most recognised and exciting brands
A culture that’s all about changing people's lives for the better through wellness
A free membership for you (and your buddy) to workout at our clubs
Discounted personal training
Special deals with our retail and service partners
Work/life balance with flexible options
Paid parental leave to spend time with your new little human
Regular personal and professional and development
Confidential 24-hour support via our employee assistance program
Standing desk? Got it. Wellness sitting ball? Got it. What more do you want, fresh fruit every day?... Consider it done.
Fun. It’s part of our success. We prefer smiles to graphs. We like to be human rather than corporate.