Canberra ACT | Full Time | Australian Citizens Only
At Torque Software, we're building Australia's leading sovereign platform for Governance, Risk, Assurance and business capability.
Our flagship platform, Lighthouse, is trusted by Australian Government agencies and regulated organisations to deliver secure, configurable business solutions that improve governance, operational performance and compliance.
We're looking for someone at the beginning of their technology career who is passionate about customer service, enjoys solving problems and wants to grow into an Application Support Analyst.
If you're motivated to learn, enjoy working with people and want to build a long-term career in enterprise SaaS software, we'd love to hear from you.
As a Service Desk Analyst, you'll be the first point of contact for customers using the Lighthouse platform.
You'll work alongside experienced Product, Delivery and Development professionals, learning how enterprise software is supported, implemented and continuously improved.
This is an entry level opportunity designed to develop your technical capability. You'll receive mentoring, build product expertise and progressively take on more technical responsibilities as your confidence and experience grow.
Our goal is to help you develop into an Application Support Analyst, working directly with customers and our software engineering team to deliver outstanding customer outcomes.
You'll learn to:
Respond to customer enquiries, incidents and service requests.
Investigate and troubleshoot software issues.
Assist customers with using the Lighthouse platform.
Manage support tickets and communicate progress to customers.
Work with Product, Delivery and Development teams to resolve issues.
Contribute to knowledge articles and support documentation.
Support customer onboarding and implementation activities.
Identify opportunities to improve customer experience and support processes.
You don't need to know everything on day one. We're looking for attitude, curiosity and a willingness to learn.
You'll ideally have:
Experience in customer service, IT support, Help Desk, Service Desk or Application Support, or be looking to start your career in enterprise software.
Excellent communication and interpersonal skills.
A genuine passion for helping customers.
Strong problem solving and analytical thinking.
Good organisational skills and attention to detail.
A positive attitude and eagerness to learn.
The ability to work collaboratively as part of a team.
Exposure to SaaS or cloud software.
Experience using service desk or ticketing systems.
An Information Technology qualification or be currently studying one.
Knowledge of IT Service Management or ITIL principles.
Experience working with Australian Government customers or regulated industries.
Australian Citizenship.
Eligible to obtain and maintain an Australian Government Baseline Security Clearance.
This role is designed as a career pathway, not just a job.
You'll receive:
Structured mentoring from experienced software professionals.
Hands on experience supporting enterprise SaaS software.
Exposure to Product, Development and Customer Success teams.
Opportunities to learn modern cloud technologies and enterprise applications.
A clear pathway into an Application Support Analyst role as your skills develop.
Professional development and ongoing learning opportunities.
The chance to work with Federal Government, defence, aviation and critical infrastructure customers.
If you're looking for an opportunity to start your career with an innovative Australian software company and develop into an enterprise software specialist, we'd love to hear from you.
Apply now and begin your career with Torque Software.