Application Support Analyst - Tauranga

Role overview

Datacom is seeking an Application Support Analyst to deliver second-line assistance to users of key business applications. The position focuses on technical support, routine maintenance, and keeping user-facing documentation current while working to agreed service standards.

Key responsibilities

• Record incidents accurately, including the issue, resolution, and communication history, in line with service level commitments.
• Carry out software installs and scheduled upgrades according to agreed SLAs.
• Prepare ad hoc reports as requested by management.
• Complete tasks allocated by the Team Leader.
• Take part in continuous team learning and training activities.
• Keep business users informed on request progress and provide practical resolution timelines.
• Act as a bridge between end users and product delivery teams by sharing diagnostic details, highlighting improvement opportunities, and suggesting procedural changes.
• Deliver technical help by phone and in person for application-related issues.
• Use standard tools and processes to meet customer support obligations within SLA targets.
• Escalate unresolved defects in accordance with established procedures.
• Respond to assistance requests by guiding users with the information needed to resolve issues.

What you should bring

The ideal candidate will have experience in application support, service desk, or IT support work in a busy environment. Strong problem-solving ability, a solid understanding of ITSM and SLA-based support, and excellent communication skills are important. You should be comfortable working with ticketing tools, juggling multiple requests, and maintaining clear, accurate records. A strong customer focus, the ability to work both independently and collaboratively, and openness to ongoing learning are also key. Experience with software maintenance and flexibility to provide support remotely and face to face will be useful.

Experience and knowledge required

• 2 to 3 years of relevant experience in IT support or software support.
• Working knowledge of the organisation's Standard Operating Environment (SOE).
• Basic understanding of finance processes and accounting principles to support business applications used in finance or accounting teams.

Desirable experience

• Exposure to financial systems, ERP platforms, or accounting applications is an advantage.
• Ability to read financial or transactional data when investigating application issues and supporting users.
• Familiarity with accounts payable, accounts receivable, general ledger, invoicing, or financial reporting processes is helpful.
• Strong analytical thinking and careful attention to detail for finance-related incidents and data checks.
• Comfort working with finance stakeholders and understanding how application issues affect business operations.

Additional information

This role is based in Tauranga, Bay of Plenty, New Zealand. It is a full-time position with remote working indicated in the source listing. No salary, opening count, start date, or application deadline was provided.