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About the Role

As a Workplace Support Analyst, you’ll help keep our people connected, productive and secure by providing responsive and reliable workplace technology support. You’ll be one of the key people our employees turn to when technology isn’t working as expected – whether that’s an application, device, connectivity, access or another workplace technology issue. Your job is to understand the problem, take ownership and work towards the best possible outcome while providing a great customer experience along the way.

Responsibilities

Be a trusted first point of contact for workplace technology questions, incidents and requests, creating an experience where employees feel listened to and supported.
Diagnose and resolve issues across applications, devices, connectivity and workplace infrastructure. Escalate issues to specialist support when needed.
Provision, deploy and configure workplace technology and support identity and access activities.
Communicate clearly throughout the support journey, setting expectations, providing updates, and making technical information easy to understand.
Prioritize incidents and requests, work within agreed service levels, maintain accurate records, and contribute to team knowledge.
Identify opportunities to continuously improve the workplace technology experience by building relationships and gathering feedback.

Requirements

Experience providing end-user technology support within a service desk or workplace technology environment.
Hands-on experience troubleshooting applications, devices, access, and infrastructure issues.
Understanding of incident management, workplace applications, endpoint devices, identity and access, information security, and service-level practices.
Customer-centricity and satisfaction from helping people.
Approachable, personable, and able to build rapport quickly.
Ability to take ownership rather than simply passing a problem on.
Patience and positivity when dealing with frustrated individuals.
Ability to ask good questions and listen before jumping to a solution.
Skill in explaining technical issues in a way that makes sense to non-technical people.
Curiosity and enjoyment in figuring out why something isn't working.
Organizational skills and comfort in balancing competing requests and priorities.
Ability to build strong relationships and view feedback as an opportunity to improve.
Understanding that a great support experience is measured by the customer's feeling at the end of the interaction.

Skills

Troubleshooting applications
Troubleshooting devices
Troubleshooting connectivity
Troubleshooting access
Troubleshooting infrastructure
Incident management
Workplace applications
Endpoint devices
Identity and access management
Information security
Service-level management
Customer service
Communication
Relationship building
Problem-solving
Organization

Location

Australia

Work Type

Full-time

Experience Level

Experience providing end-user technology support

About the Company

AP+ operates payments and identity infrastructure connecting banks, financial institutions, retailers, businesses, government agencies and fintechs.
The company's mission is to unite people and technology to power better experiences.
AP+ focuses on observability, automation, and actionable insights to keep important services running securely and reliably.
The company values passion, pride, and purpose, with a shared mission to make a difference in the world of payments.

Equal Opportunity

We want to remove all barriers to inclusion so if you need advice or support with your application, we’re here to help. Please reach out to recruitment@auspayplus.com.au We also encourage you to let us know your pronouns at any point during the recruitment process.