Application Support Analyst

3 months ago

Lidcombe, Australia BSA Full time

**About BSA**

BSA is a comprehensive technical service contracting company, listed on the ASX, that has successful long-term relationships with our clients. We are founded upon a commitment to provide innovative and flexible solutions, which are driven by a culture of continuous improvement.

Our clients and their customers benefit from BSA’s highly skilled and experienced resources, and a responsive Executive Management Team. The team at BSA share the same objective; ensuring a consistent managed approach with safety remaining central to every action performed.

At BSA, we care about people and the environment. We acknowledge our environmental, social and community obligations, and this contributes to an ongoing focus on safety and sustainability. BSA's geographic footprint stretches Australia-wide.

**About The Role**:
In this role, you will provide 2nd Level ERP
**Pronto Xi**) and CRM
**Salesforce**) support to the organisation where you will diagnose and troubleshoot incidents and requests in an efficient and effective manner to meet the Group Technology Service Levels for the following:

- Log, process and track queries and service requests using the Service Desk Management System.
- Perform second line investigation and analysis of Pronto/Salesforce queries and issues.
- Resolve second level customer queries, incidents and service requests in an effective and timely manner aligned with the Incident Management process.
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
- Respond to incidents and requests for technical assistance in person, via phone or electronically.
- To maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Accurately escalate unresolved calls to 3rd Level resolver teams.
- Assist with Pronto/Salesforce upgrades, testing and training.
- Contribute to the creation and maintenance of support documentation.

You will provide in-person, remote and over the phone IT support for ERP/CRM related enquiries and will be required to have strong quality of service and effective communication skills with diligent ownership of your tasks. Including:

- Liaise effectively with skill groups, other team members or arrange for external technical support to ensure timely resolution of incidents
- Proactively identify opportunities for process improvements.

**About You**:
If you are looking for a role which will deliver variety and will allow you to be creative, solve problems, and make a difference for people and the organisation, this is your chance You will have a crucial role in supporting our business

Using your technical knowledge, you will use your investigative and problem-solving skills in a team environment and communicate effectively coupled with your exceptional written and oral communication skills help our end-users to resolve their problem or need. You will also possess:

- Knowledge of **Pronto Xi** ERP system and/or **Salesforce** CRM system.
- Relevant tertiary ICT qualifications or equivalent industry experience.
- Good attention to detail and time management skills.
- Positive can-do attitude and flexibility of approach.
- Flexibility to work outside of core business hours when needed.

**What we offer**:
We care deeply about creating a workplace where our team members feel valued, respected, and empowered. A role with us can enable you to develop and enhance your skills and experience. This is a great opportunity for you to join our diverse and inclusive culture and be part of a great team thriving in a collaborative fast-paced environment.

Join us and be a part of a progressive culture that is enjoyable, flexible and results driven.

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