This helpdesk role will provide first-level support for internally developed applications used across 14 countries in the region. Support is delivered by logging and prioritising issues raised via email or by phone, investigating problems, debugging and fixing application code and providing continual feedback to users. The successful applicant will also be required to test system changes/enhancements, create and maintain online documentation and knowledge repositories, and conduct training sessions with local and remote users as needed.

This is an entry level role and we will consider fresh graduates for the position. Some prior experience technical support or applications support would be beneficial. You will work as part of a friendly and hard-working support team, collaborating on a shared queue of issues of varying complexity and urgency. The ideal person for this role will be; passionate about customer service, self-reliant and self-motivated, able to troubleshoot and solve analytical problems and will have a genuine interest in Business Analytics software and how SAS operates in general.

TEAM:

The Applications Support team is responsible for providing quality support to SAS staff throughout the Asia Pacific region, while also collaborating with people in other countries that look after global SAS applications. The team in Sydney consists of 3 enthusiastic Business Systems Analysts within a broader departmental team of 12, who all work cohesively and provide frequent cross skilling and knowledge sharing. Your manager will also have a vested interest in your success and will provide you with support and guidance in your role.

PRIMARY RESPONSIBILITIES:

  • Provides first point of contact support for all applications-related support issues
  • Logs and prioritises issues and manages them to resolution through the use of issue tracking systems
  • Investigates issues , liaising with developers and users as necessary
  • Resolves issues by administering security, making data corrections, writing ad hoc reports, delivering training and fixing bugs in code
  • Escalates issues to developers for 2nd-level support
  • Contributes to solutions knowledge database
  • Develops business expertise in core support areas
  • Ensures customer satisfaction
  • Test bugs fixes and enhancements to applications
  • Researches, writes, maintains and publishes support documentation, webcasts and presentations
  • Conducts training sessions either in classroom format, one to one or remote training via web conferencing
  • Helps other team members
  • Makes suggestions that lead to system improvements

REQUIRED EXPERIENCE:

  • Japanese language skills both written and verbal
  • A tertiary degree in a relevant field such as; Information Technology, Computer Science, Information Systems
  • 1+ years' experience supporting web and client IT applications
  • Some programming experience, preferably in SAS, SQL, Java and JavaScript
  • Experience writing technical documentation and user guides
  • Strong analytical and technical problem solving skills
  • An ability to prioritise and work on several tasks at once
  • Excellent oral and written communication skills
  • The ability to work in a team
  • Self-motivation and a customer-focused attitude
  • Experience training users on technical systems
  • Knowledge of ITIL and ITSM
  • Experience with various databases

SAS VISION:

SAS has been the leader in Business Analytics solutions for over 40 years and since its inception, SAS has benefited from the skills and commitment of exceptional people. Today, as always, we seek the best talent to build on our 40 year success story. In return, SAS employees enjoy a supportive environment, outstanding opportunities for professional growth, and a chance to help SAS drive the new economy and provide innovative solutions for business decision makers across the globe. With more than 55,000 customer sites worldwide and customers from 90 percent of the Fortune 500, SAS is the world's largest privately held software company. That means we don't answer to Wall Street. We answer to our customers – and our employees.

SAS Australia and New Zealand envisions and strives to maintain a workplace that sees its employees motivated, innovative, inspired and committed. SAS employees are always willing to go the extra mile; working together, using initiative and creativity to find solutions and achieve goals. Through a range of programs and initiatives, we encourage staff participation and true ownership over their work and their environment. SAS is consistently rated one of the world's best employers – come and see what the fuss is about! 
 

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