IT Support Analyst | Troubleshooting

Mogi I/O : OTT/Podcast/Short Video Apps for you; Hamilton; On-site; NZD 70,000 - 90,000; Full time

Job summary

Mogi I/O seeks an Application Support Analyst in New Zealand to maintain and improve business applications within the Digital Applications & Products team. You will troubleshoot, manage incidents, and support stakeholders across healthcare operations and clinical workflows.

You will collaborate with developers, vendors, and clinical users to ensure system stability, performance, and continuous improvement of service delivery and patient outcomes.

Qualifications

• Qualification in IT, CS, Information Systems, or related field.
• Experience in application support or IT support.
• Knowledge of incident management and problem resolution.
• Experience logging incidents and escalating technical issues.
• Strong analytical, diagnostic, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to collaborate with technical teams, vendors, and stakeholders.
• Strong organisational skills with prioritisation abilities.
• Customer-focused approach with commitment to service quality.

Responsibilities

• Provide day-to-day support and administration for business applications.
• Investigate, diagnose, and resolve application incidents and issues.
• Log, classify, prioritise, track, and manage incidents and service requests.
• Monitor incident progress and provide updates to users.
• Perform routine application maintenance to support stability and availability.
• Assist with root cause analysis and preventative measures.
• Collaborate with development teams, vendors, and stakeholders to resolve issues.
• Support application enhancements and continuous improvement initiatives.
• Maintain documentation of incidents, resolutions, and procedures.
• Work with clinical, operational, and business users to understand requirements.
• Ensure compliance with policies, risk management, and regulatory requirements.
• Contribute to collaborative service delivery and improved healthcare outcomes.

Education

Information Technology / Computer Science related degree

Job description

Location: New Zealand

Role Overview

We are seeking a customer-focused and technically capable Application Support Analyst to maintain, support, and improve business applications within the Digital Applications & Products team. The role focuses on application troubleshooting, incident and problem management, system maintenance, user support, and application performance improvement. The successful candidate will collaborate with technical teams, business stakeholders, vendors, and product owners to ensure the stability, availability, and reliability of critical applications supporting organisational and healthcare operations.

Key Responsibilities

• Provide day-to-day support and administration for business applications.
• Investigate, diagnose, and resolve application incidents and technical issues.
• Log, classify, prioritise, track, and manage incidents and service requests.
• Monitor incident progress, provide updates to users, and elevate complex issues when required.
• Perform routine application maintenance to support system stability and availability.
• Assist with problem investigations, root cause analysis, and preventative measures.
• Collaborate with development teams, vendors, and stakeholders to resolve application issues.
• Support application enhancements and continuous improvement initiatives.
• Maintain accurate documentation of incidents, resolutions, and support procedures.
• Work with clinical, operational, and business users to understand application requirements.
• Ensure compliance with organisational policies, risk management procedures, and relevant regulatory requirements.
• Contribute to collaborative service delivery, equity, and improved healthcare outcomes.

Requirements

• Relevant qualification in Information Technology, Computer Science, Information Systems, or a related field.
• Proven experience in application support, IT support, systems administration, or a related role.
• Knowledge of application troubleshooting, incident management, and problem resolution.
• Experience managing service requests, logging incidents, and escalating technical issues.
• Understanding of application maintenance, system performance, and support procedures.
• Strong analytical, diagnostic, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work collaboratively with technical teams, vendors, and business stakeholders.
• Strong organisational skills with the ability to prioritise competing tasks.
• Customer-focused approach with a commitment to continuous improvement and service quality.