Service Desk Analyst (Application Support)

Centaur Software; Sydney; Hybrid; AUD 58,000 - 78,000; Full time

Benefits offered by this job

Hybrid working

Training program

Job summary

Centaur Software is seeking a Service Desk Analyst (Application Support) to troubleshoot and resolve application issues for clients across Australia, New Zealand and Singapore. You’ll support our desktop products and Dental4Web, a growing SaaS platform, with hybrid office/home work and a strong customer-focus.

Ideal candidates have 6–12 months in a front-line role, IT certificate(s), excellent communication, and the ability to juggle tasks in a busy team environment.

Qualifications

• Certificate II in Information Technology (or higher) required.
• 6–12 months in a customer-facing service role.
• Excellent written and verbal communication.
• Ability to work rotating roster and weekend on-call.
• Hybrid work setup with reliable home internet.
• Unrestricted right to work in Australia.

Responsibilities

• Respond to customer queries by phone, email and self-service tickets.
• Diagnose application issues across local, Terminal Server, Hosted Server and cloud.
• Collaborate with colleagues to manage request flow and escalate when needed.
• Maintain detailed records in the online ticketing system.
• Complete various maintenance tasks for clients.

Skills

Customer service

Communication

Time management

Documentation

Education

Certificate II in IT

Certificate IV in IT

Tools

RDP

TeamViewer

Windows OS

Microsoft 365

MS Teams

Job description

Service Desk Analyst (Application Support)

About the role

As a Service Desk Analyst (Application Support), you'll be a key part of our support team, troubleshooting and resolving application issues for our clients across Australia, New Zealand and Singapore, from small clinics through to some of the largest dental providers and health funds in the country. You'll support our established desktop products as well as Dental4Web, our growing cloud-based platform, giving you exposure to both traditional and modern SaaS technologies.

No two days are the same. Working from both our office and your home, and reporting to a Service Desk Team Leader, you'll turn problems into solutions and make a real difference to our customers every day. From day one you'll be trusted and empowered to operate as the professional you are, within a highly experienced and high-performing team.

What you'll do

Respond to customer queries by phone, email and self-service tickets, gathering information, diagnosing the root cause, and resolving the issue wherever possible

Diagnose application issues, both interface and technical, across a variety of platforms including local, Terminal Server, Hosted Server, and online and cloud-based installations

Work collaboratively with colleagues to manage incoming request flow, escalating with accurate, detailed information where needed

Maintain detailed and accurate records in our online ticketing system, and track problems reported across multiple users

Complete various maintenance work for our clients

What you'll bring (essential)

The unrestricted, permanent right to work in Australia

At least 6 to 12 months' experience in a customer-facing service role, with outstanding customer service skills and a genuine dedication to the customer experience

Certificate II in Information Technology (or equivalent), or above

Excellent written and verbal communication skills across different mediums and audiences

Strong documentation skills with high attention to detail

The ability to work within a busy, constantly changing team environment, and to juggle multiple tasks (for example, answering additional calls while working an existing issue)

Availability to work a rotating roster between 8:00am and 8:30pm, and to provide weekend on-call support from your home office on a quarterly basis

A reliable home internet connection for hybrid and on-call work

Prior IT experience is helpful but not mandatory. Our customised training and induction program will set you up for success.

Nice to have

Certificate IV in IT or equivalent

Exposure to supporting cloud, web-based or SaaS applications

Experience with Microsoft Windows operating systems and Microsoft 365, including MS Teams

Familiarity with remote support tools such as RDP or TeamViewer

General desktop, laptop and smartphone troubleshooting skills

What's on offer

A starting salary of $68,000 plus superannuation

Hybrid working, with a balance of office and home

The chance to be part of our journey into cloud and SaaS as we grow Dental4Web, building skills that will shape your career

A customised training and induction program, with ongoing product training and progression toward additional projects based on your talents

A supportive team of experienced professionals, where you're enabled to operate as the expert in your space

A culture that values balance, trust, and the confidence to speak up and challenge the status quo

The chance to support customers across Australia, New Zealand and Singapore