Application Support Analyst – Tauranga

About the role

The Application Support Analyst provides second‑level support for business applications, ensuring issues are resolved within agreed service levels and that users receive professional, timely assistance.

Key responsibilities

• Log and resolve faults, maintaining accurate records in line with Service Level Agreements.
• Implement software installations and routine upgrades according to SLA timelines.
• Produce ad‑hoc reports as directed by management.
• Execute tasks assigned by the Team Leader and participate in ongoing training.
• Act as the liaison between users and product delivery teams, supplying diagnostic information and recommending improvements.
• Deliver telephone and face‑to‑face technical support for application issues.
• Escalate unresolved defects following established procedures.

Required profile

• Previous experience in Application Support, Service Desk, or IT Support within a fast‑paced environment.
• Strong troubleshooting and problem‑solving abilities.
• Understanding of IT Service Management (ITSM) processes and Service Level Agreements.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple support requests and work both independently and collaboratively.
• Willingness to engage in continuous learning and process improvement.

Required skills

• IT Service Management (ITSM) knowledge
• Experience with ticketing or service management tools
• Software installation, upgrade and maintenance

What we offer

• Opportunities for professional development and technical training
• Supportive team environment