Application Support & Service Desk Analyst

PM-Partners group is a specialist Project Management Consultancy. We have a unique way of running projects and providing training and advice, so our clients get the best results with less cost and risk. Each year we deliver over $3B of projects, train over 10,000 people, and help some of Australia’s leading brands improve their PMOs.

As an Application Support & Service Desk Analyst, you will support the management of service desk operations, provide expert application and SaaS support, and deliver outstanding customer service across client sites. You’ll engage with stakeholders, support IT projects, and leverage your experience with Jira and the Microsoft technology stack to keep IT services running smoothly.

Key Responsibilities:

• Application & SaaS Support: Tier 2/3 support for key platforms, issue resolution, and coordination with vendors/dev teams on updates.
• Service Desk Management: Oversee help desk operations, manage ticketing systems, and enhance support processes and user training.
• Customer & Stakeholder Engagement: Act as primary contact, ensuring clear communication, coordinating with teams and vendors, and attending sites as needed.
• Project Administration: Support IT projects through task coordination, scheduling, documentation, and aligning operations with project goals.
• Proactive Operations: Identify issues, drive improvements in performance and service, and support IT governance and compliance.

Key requirements:

• Proven experience in application support and SaaS platform support.
• Help desk management experience, including ticketing systems (Jira essential).
• Strong understanding of the Microsoft technology stack (O365, Teams, SharePoint, Azure)
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong project administration or project coordination experience.
• Customer-facing experience with excellent communication and interpersonal skills.
• Willingness to travel as required across sites.
• Ability to act proactively and take ownership of issues from initiation to resolution.
• Organisational skills and ability to manage multiple priorities
• Verbal and written communication skills to effectively communicate complex technical concepts to both technical and non-technical stakeholders. Proven ability to collaborate and work effectively in a remote team environment.
• Analytical and problem-solving skills to identify and resolve complex technical issues efficiently. Ability to think critically and provide innovative solutions to improve remote access and management.
• Self-motivated and detail-oriented with a strong commitment to professionalism and customer service. Ability to adapt to changing technologies, work independently, and thrive in a fast-paced and dynamic environment.

If you feel you meet our selection criteria, please submit your resume to Aoife Grimes at PM-Partners via SEEK application or email – aoifeg@pm-partners.com.au