Application Support Analyst

2 days ago

Sydney, Australia BGIS Full time

Using a flexible and adaptable approach the responsibilities include:

- Managing the life cycle of incident and problems from identification, root cause analysis, to the completion of associated remediation tasks. Ensuring all tickets escalated within agreed target timeframes.
- Developing and maintaining Application Support standards and procedures and other documentation as required.
- Delivery of client KPI’s in terms of responsiveness and satisfaction
- Documenting sufficient detail with each ticket, including necessary customer follow up to achieve resolution
- Managing and prioritising service tickets through to resolution including post resolution follow up with end users
- Knowledge of ITIL framework and how it applies in a customer environment
- Fostering and maintaining positive working relationships with customers, customer sub-contractors, suppliers, and consultants.
- Actively participating as a member of the Team for the purposes of delivering optimum technology solutions to BGIS customers

**Skills and Experience**
- Proficient in data management and relational database management systems - Excel, Oracle, SQL Server
- Exceptional customer service and communication skills both verbal and written
- Able to respond quickly to change and adopt a flexible/ innovative approach to problems and opportunities
- Collaboration & Team Work - possess the ability to listen, share information and work effectively with team members to accomplish goals

**Qualifications**
- Highly Prized - ITIL certifications - V2/3 Foundation or Practitioner
- Desirable
- Tertiary Education (Degree), TAFE or Diploma qualifications

**Benefits**
BGIS offers Professional Development opportunities, excellent Company Benefits and an exceptional Employee Recognition Program

**Culture**
At BGIS, we create safe environments where our people can do their best work. Our team comprises of individuals from many different cultures and nationalities, with a multitude of valued personal and professional backgrounds. We welcome diverse perspectives and are always on the lookout for people who can bring new ways of thinking to our teams.
BGIS has over 7000+ employees globally, we are a leader in the provision of facility management, project delivery, energy and sustainability, asset management, workplace advisory, real estate, and technical services. We are focused on delivering innovative service solutions for our clients.

Our organisation manages more than 30,000 facilities, including corporate offices, universities, schools, hospitals, and stadiums, and we are regarded as a world leader in the management of data centres and other critical environments. Our clients come from a diverse range of sectors, such as Defence, Healthcare, Government, Higher Education and Utilities.

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