Application Support Officer (Level 2) - Perth - ref. d67335219
An exciting opportunity has arisen for an Application Support Officer to join a knowledgeable and supportive team based in Perth. This role is perfect for someone who thrives on helping others, enjoys resolving technical issues, and values being part of a collaborative environment where your contributions are truly appreciated.
An exciting opportunity has arisen for an Application Support Officer to join a knowledgeable and supportive team based in Perth. This role is perfect for someone who thrives on helping others, enjoys resolving technical issues, and values being part of a collaborative environment where your contributions are truly appreciated.You will play a vital role in ensuring users receive timely assistance with their application queries, all while developing your skills through ongoing training opportunities. The organisation is committed to fostering an inclusive workplace that encourages growth, sharing of knowledge, and flexible working arrangements to support your work-life balance.
- Join a welcoming and dependable team dedicated to providing excellent user support and continuous learning opportunities.
- Benefit from flexible working options and a culture that values collaboration, empathy, and professional development.
- Be part of an inclusive environment where your interpersonal skills and commitment to customer care are highly valued.
What you'll do:
As an Application Support Officer, you will be at the heart of the user experience journey, acting as the first point of contact for individuals seeking assistance with various applications. Your day-to-day activities will involve managing a steady flow of queries, applying your troubleshooting abilities to resolve issues swiftly, and ensuring that every interaction leaves users feeling supported and understood.You will also play a key role in maintaining accurate records within the ticketing system, updating documentation as needed, and collaborating with both your immediate team and other technical specialists. Success in this position comes from your ability to communicate clearly, empathise with users’ needs, and work harmoniously within a team-focused environment that values knowledge sharing and mutual support.
- Respond promptly to incoming user queries regarding application functionality, ensuring each request is handled with patience and understanding.
- Apply basic troubleshooting techniques to resolve common issues efficiently while maintaining clear communication with users throughout the process.
- Escalate complex or unresolved problems to Level 3/4 support teams, ensuring all relevant information is accurately documented for seamless handover.
- Update and track support tickets from initiation through to completion, keeping users informed of progress at every stage.
- Maintain up-to-date documentation reflecting current processes and solutions, contributing to the team's shared knowledge base.
- Collaborate closely with other technical teams to address multi-faceted issues that require a communal approach.
- Demonstrate a customer-oriented mindset by prioritising user satisfaction and building trust through considerate interactions.
- Participate in regular team meetings to share insights, discuss challenges, and contribute ideas for improving service delivery.
- Support the implementation of new applications or updates by assisting users during transition periods and gathering feedback for future enhancements.
What you bring:
To excel as an Application Support Officer, you will bring not only technical proficiency but also outstanding interpersonal qualities. Your background should include hands-on experience supporting users in an IT or application-focused setting where responsiveness and reliability are paramount.You are adept at navigating ticketing systems, updating documentation thoughtfully, and leveraging diagnostic tools when deeper investigation is necessary. Your natural empathy allows you to connect with users on a personal level while your analytical mindset ensures even complex challenges are addressed methodically.
Above all else, your cooperative spirit makes you a valued member of any team—someone who shares knowledge freely, supports colleagues generously, and contributes wholeheartedly towards collective success.
- A solid foundation in troubleshooting techniques with the ability to identify root causes of common application issues through careful analysis.
- Excellent verbal and written communication skills that enable you to explain technical concepts in a way that is accessible and reassuring to users.
- Experience using diagnostic tools to investigate more intricate problems when required, demonstrating attention to detail and persistence in finding solutions.
- A proven track record of managing multiple queries simultaneously while maintaining accuracy in ticket tracking systems.
- Familiarity with documenting processes and updating knowledge bases so that information remains current for both colleagues and end-users alike.
- A customer-oriented approach characterised by empathy, patience, and a genuine desire to help others succeed in their use of technology.
- The capacity to collaborate effectively with other technical teams when addressing complex or cross-functional issues.
- Strong analytical skills that allow you to break down complicated problems into manageable components for resolution.
- A willingness to participate actively in team discussions, share insights generously, and contribute positively to group objectives.
Robert Walters Australia is acting as an Employment Business in relation to this vacancy.