Business Application Support Analyst

Osborne Richardson; Sydney; On-site; AUD 80,000 - 83,000; Full time

Job summary

Osborne Richardson, a public sector recruitment specialist, seeks a Level 2 ICT Support Analyst to manage complex system issues, user support, and maintenance of corporate applications. The role focuses on service excellence under SLAs, with a strong customer-service orientation and collaboration within the ICT team.

The position is based in Bankstown, Sydney area, working with a range of applications including Microsoft 365, Windows, Citrix, and AD.

Qualifications

• Customer-facing ICT operations experience and strong service delivery
• Analytical and problem-solving skills to resolve tickets within SLAs
• Strong communication with technical and non-technical audiences

Responsibilities

• Investigate root causes, diagnose and resolve issues for corporate applications
• Oversee accounts, users and permissions to ensure secure access
• Provide high-level technical support for software across the organisation
• Manage servicedesk tickets, prioritise problems and changes to minimise backlog
• Monitor system performance and ensure applications run optimally
• Collaborate with IT team for integrated software solutions
• Document issues and solutions and report on usage and performance
• Stay updated with industry developments and new technologies

Skills

Customer service

Analytical thinking

Problem solving

Communication

Stakeholder engagement

Tools

Microsoft 365

Windows 10/11

Citrix

Active Directory

Cloud technologies

Job description

Osborne Richardson are public sector recruitment specialists with over 30 years’ experience. Our IT Division is headed up by an IT Project Manager with over 20 years experience running complex projects, so when you engage with Osborne Richardson, you are working with a recruitment consultancy who has walked the walk!

to 18 Dec 2026

$58.57/hr + Super

Bankstown location

About the role:

This position is responsible for complex system analysis, problem resolution, user support and maintenance, along with development and enhancements of Council’s corporate applications. The position will provide level 2 support and input on continuous improvement, ensuring compliance, with a strong focus on customer service in accordance with service level agreements.

Responsibilities:

• Responsible for investigating and identifying the root cause, diagnosing, and resolving technical issues related to corporate applications and providing escalation support to the ICT customer experience team.
• Oversee corporate application accounts, users, and permissions to ensure that access is granted appropriately and securely
• Provide high level technical support for all software applications used within the organization.
• Manage the planning and prioritising of servicedesk tickets, problems, changes systematically to minimise backlog and ensure operational efficiency.
• Monitor system performance to ensure that all software applications are functioning optimally.
• Work with other SME’s on a range of applications deployed on the SOE.
• Work collaboratively with other members of the IT team to ensure that all software applications are integrated and functioning correctly.
• Documenting technical issues and solutions and reporting on system performance and usage.
• Staying up-to-date with industry developments and advancements in technology, including new software and hardware

Experience

• Extensive demonstrated technical maintenance experience working in two or more of the following systems, Land Information/Property, EDRMS, Customer Request, website, Facilities Management, Library, ERP or GIS.
• Extensive knowledge and experience in the use of ICT applications including, Microsoft 365, Windows 10/11, Citrix, cloud based technologies, Active Directory, Audio visual and other work-related systems.
• Demonstrated experience in customer-facing ICT operations, including service desk, and executing effective plans to enhance the overall customer experience.
• Extensive written and verbal communications skills, with the ability to communicate technological solutions related concepts to technical and non-technical audiences at various levels.
• Extensive analytical and problem-solving skills with the ability to manage multiple concurrent customer requests within Service Level Agreements from initiation to resolution.
• Sound collaboration and negotiation skills with the capability to build and maintain relationships with stakeholders through outstanding customer service
• Experience in, and demonstrated understanding of ICT security requirements.

Thank you for your interest. We regret that, due to the number of applications received, we will not be able to respond to all applicants.