Workplace Support Analyst

Life @ AP+:

We are one connected team in pursuit of one inspiring purpose – to unite people and technology to power better experiences.

At AP+, you’ll work on technology that matters. We operate payments and identity infrastructure connecting banks, financial institutions, retailers, businesses, government agencies and fintechs – helping Australians pay, get paid and prove who they are every day.

That means knowing what’s happening across our technology environment – and spotting when something isn’t right – is critical.

You’ll be part of an environment where observability, automation and actionable insights help keep important services running securely and reliably. You’ll have the opportunity to solve complex problems, challenge alert noise and improve how we detect and respond to issues.

And while the work we do is important, we still make room for fun, friendships and flexibility in our daily lives.

The Purpose

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.

Key Responsibilities the Role Owns:

• Make technology easier for our people - Be a trusted first point of contact for workplace technology questions, incidents and requests, creating an experience where employees feel listened to and supported.
• Own the problem, not just the ticket - Diagnose and resolve issues across applications, devices, connectivity and workplace infrastructure. When something needs specialist support, make sure it gets to the right people and stays moving.
• Get our people set up for success - Provision, deploy and configure workplace technology and support identity and access activities so our people have the technology and access they need to do their jobs effectively and securely.
• Keep people informed - Communicate clearly throughout the support journey. You won't disappear behind a ticket number – you'll set expectations, provide updates and make technical information easy to understand.
• Deliver reliable service - Prioritise incidents and requests, work within agreed service levels, maintain accurate records and contribute to knowledge that helps the wider team deliver better support.
• Help us get better - Build strong relationships across AP+ and use what you're hearing and seeing from our people to identify opportunities to continuously improve the workplace technology experience.

You’ll likely be a strong fit for this role if:

You have experience providing end-user technology support within a service desk or workplace technology environment, with hands-on experience troubleshooting applications, devices, access and infrastructure issues.

You'll understand the fundamentals of incident management, workplace applications, endpoint devices, identity and access, information security and service-level practices.

But we're not looking for someone who simply knows how to troubleshoot technology. We're looking for the person behind the technical skills.

You'll thrive in this role if you're someone who:

• Is naturally customer-centric and gets satisfaction from helping people.
• Is approachable, personable and able to build rapport quickly.
• Takes ownership rather than simply passing a problem on.
• Can stay patient and positive when someone is frustrated or under pressure.
• Asks good questions and listens before jumping to a solution.
• Explains technical issues in a way that makes sense to non-technical people.
• Is curious and enjoys figuring out why something isn't working.
• Is organised and comfortable balancing competing requests and priorities.
• Builds strong relationships and sees feedback as an opportunity to improve.
• Understands that a great support experience is measured by how the person feels at the end of the interaction – not simply whether the ticket was closed.

What happens next:

At AP+, we believe in the power of passion, pride, and purpose.­ Our team is driven by a shared mission to make a difference in the world of payments, and we're proud to work together towards this common goal.

If you’re ready to be a game changer, please submit your application. The Talent Acquisition team will endeavour to review your application and notify you of the outcome within the next two weeks.

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 [email protected] We also encourage you to let us know your pronouns at any point during the recruitment process.

AP+ are not partnering with Recruitment agencies for this role.