Applications Support Analyst Database Consultants Australia location Melbourne, CBD and Inner Suburbs. Salary package circa $60,000. Our business dca technologies are an outsourcing company who provide infringement management services to local government agencies. As an industry leader with a national presence we assist our clients in managing their processes, systems and technology integration relating to fines and safety. The role we are looking for an enthusiastic applications support analyst to join our busy it service desk team. This role will see you provide 1st and 2nd level support to the business, focusing on the management of Service Desk incidents and service requests including software application, desktop, network and infrastructure services incidents as well as service requests relating to the Infringement Management (IMaaS) applications. Your key responsibilities provision of 1st and 2nd level support for all it services via telephone, email and online support, accurate capture of incident and service request details from client into service desk system, analysis of incident utilising appropriate tools with closure at first level or trigger escalation process as appropriate, account administration (active directory and applications), ensure incidents are responded to and resolved within the required sla's, maintaining a good relationship with clients and customers through excellent communication and customer service skills. What we are looking for strong business knowledge and experience within a corporate service desk environment, experience in client support and customer relationship management, strong and well developed customer service skills, knowledge of microsoft windows desktop operating systems, experience with ms office suite 2010 onwards, excellent communication skills (verbal and written) with focus on attention to detail, ability to approach and solve incidents logically and methodically, strong ability to work as part of a team, strong time management and prioritisation skills, ability and flexibility to fit into a rostered working environment. Desirable but not essential itil certified, software development qualifications and/or experience, an understanding of lan/wan infrastructure, knowledge of citrix application hosting environment, applicants must be an australian citizen, permanent resident or hold a valid work permit or visa, work eligibility will be checked as part of the recruitment process.