Systems Support Analyst

About us

At Anglicare Southern Queensland, we believe everyone has a story. With a 150-year heritage, we exist for individuals of all life stages who may be experiencing challenges or entering a new phase of life. Our skilled staff deliver a breadth of care-based services across a vast geographic footprint, and in many types of locations.

About the role

We are seeking a Systems Support Analyst to join our ICT team and provide high-level application and database support. As the first point of contact for Level 2 issues, you will play a key role in resolving technical problems, escalating complex cases, and ensuring helpdesk issues are documented and resolved efficiently.

This is a dynamic role that requires excellent problem-solving skills, strong communication, and a proactive approach to system maintenance, documentation, and vendor coordination. You will also mentor junior helpdesk staff, contribute to system testing, and participate in operational and strategic improvements.

This is a permanent, full-time opportunity - based in our Fortitude Valley office. We are a hybrid environment, 3 days from office and 2 days from home on offer per week.

Responsibilities

• Provide Level 2 helpdesk support and act as the escalation point for Level 1 support staff
• Respond to user issues in a timely manner and prioritise based on urgency and impact
• Log, document, and track helpdesk issues, including vendor escalations
• Perform system health checks, monitor security, and assist in compliance
• Document resolutions and maintain an up-to-date internal knowledge base
• Mentor ICT support staff and contribute to training initiatives
• Participate in application testing, clean-up tasks, and continuous improvement reviews
• Assist with the development of internal processes, documentation, and support models
• Engage in ad-hoc ICT projects as required

You're a natural problem solver with a passion for delivering exceptional IT support and have helpdesk experience. You enjoy working collaboratively, have a strong attention to detail, and are comfortable juggling multiple tasks. You can translate complex technical issues into user-friendly language, and you take ownership of your work from issue identification through to resolution.

You are someone who thrives in a team environment but is also confident working independently. You take initiative in identifying areas for improvement and enjoy being part of projects that drive operational excellence

Requirements

• Certificate, Diploma or Degree in ICT or related discipline (desirable)
• 2-3 years' experience providing ICT support in a customer service-focused environment
• Helpdesk experience, providing services to a range of internal stakeholders
• Strong technical troubleshooting and problem-solving skills
• Experience supporting a range of applications and databases
• Ability to manage priorities and work to deadlines
• Excellent verbal and written communication skills
• Ability to relate technical information to non-technical users
• Strong documentation and reporting skills
• Experience working with vendors and service escalation processes

What happens now

Apply now by submitting your current resume and an optional cover letter, and by answering a few short application questions.

If you require any adjustments to the recruitment process or would like more information, please contact Jack Robinson on

Anglicare is committed to building an inclusive and diverse workforce and encourages applications from Aboriginal and Torres Strait Islander people, those from cultural and linguistically diverse backgrounds, LGBTIQ+ communities, people with disabilities and people with a lived experience of mental ill health. We promote a child-safe environment and are committed to providing ongoing care and protection.