Job Description

Service Desk Analyst (Application Support)

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About the role

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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.

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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.

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What you'll do

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

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

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

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

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Complete various maintenance work for our clients

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What you'll bring (essential)

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The unrestricted, permanent right to work in Australia

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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

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

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Excellent written and verbal communication skills across different mediums and audiences

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Solid documentation skills with high attention to detail

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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)

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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

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

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

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Nice to have

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Certificate IV in IT or equivalent

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Exposure to supporting cloud, web-based or SaaS applications

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

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Familiarity with remote support tools such as RDP or TeamViewer

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General desktop, laptop and smartphone troubleshooting skills

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What's on offer

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A starting salary of $68,000 plus superannuation

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Hybrid working, with a balance of office and home

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

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

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

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

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

📌 Service Desk Analyst (Application Support) (New South Wales)
🏢 Centaur Software
📍 New South Wales