[Hiring] Support Desk Analyst @Dijital Team

Role Description

We are seeking a customer-focused LS Central Support Desk Analyst to provide first- and second-level application support for customers using LS Central and Microsoft Dynamics 365 Business Central. This role is an excellent opportunity for someone with application support, service desk, or customer support experience who is interested in developing their expertise in ERP, retail, and hospitality environments.

• Responsible for incident resolution, service request fulfilment, and troubleshooting functional issues.
• Ensure customers receive timely and professional support.

Qualifications

• Experience in an application support, service desk, or customer support role.
• Strong problem-solving and analytical capabilities.
• Ability to diagnose and troubleshoot functional application issues.
• Experience managing multiple support tickets and competing priorities.
• Familiarity with service management or ticketing tools.
• Exposure to LS Central (LS Retail) or Microsoft Dynamics 365 Business Central is desirable.
• Experience supporting ERP, retail, hospitality, or other business-critical applications is advantageous.
• Familiarity with ITIL-based support processes is beneficial.
• Willingness to develop functional knowledge of LS Central and Business Central.
• Strong written and verbal communication skills.
• Confident communicating with customers and internal technical teams.
• Customer-focused approach with a commitment to providing quality support.
• Ability to explain technical or functional issues clearly and professionally.
• Strong attention to detail and ownership of assigned issues.
• Ability to prioritise tasks based on urgency and business impact.
• Collaborative approach when working with senior analysts, consultants, and developers.
• Proactive attitude towards learning and professional development.
• Tertiary qualification in Information Technology, Business, or a related discipline is preferred.
• Willingness to work towards Microsoft Dynamics and/or LS Retail certifications.

Responsibilities

• Act as a primary point of contact for customer support requests relating to LS Central.
• Log, triage, investigate, and resolve incidents and service requests in line with agreed SLAs.
• Diagnose functional issues within LS Central and Microsoft Dynamics 365 Business Central.
• Escalate complex or high-priority issues to senior support analysts, ERP consultants, or development teams when required.
• Maintain clear and professional communication with customers regarding issue progress and resolution.
• Support day-to-day LS Central operations, including configuration changes, user support, and data fixes.
• Assist with minor enhancements and operational requests.
• Follow established support processes, procedures, and escalation pathways.
• Maintain accurate and timely updates within the support ticketing system.
• Create and maintain knowledge base articles and application support documentation.
• Contribute to runbooks and standard operating procedures.
• Document recurring incidents and identify opportunities for service improvements.
• Maintain accurate records to support knowledge sharing and efficient issue resolution.
• Work closely with Senior Support Analysts, ERP Consultants, and Developers to resolve complex issues.
• Participate in root cause analysis for recurring incidents.
• Support the transition and handover of projects into Business-as-Usual support.
• Contribute ideas that improve support processes, system stability, and customer experience.
• Build functional knowledge across LS Central modules and Microsoft Dynamics 365 Business Central.
• Develop an understanding of retail and hospitality business processes.
• Participate in training, mentoring, and certification programs.
• Continuously develop technical and functional capabilities within the ERP support environment.

Benefits

• Get paid in Australian Dollars.
• Medical insurance from day one for you + spouse (or parents if unmarried).
• Generous OPD coverage from doctor visits to all your medical needs.
• Home office setup allowance to build your ideal workspace.
• Internet allowance to keep you connected.
• Gym & wellness allowance to stay fit and balanced.
• Regular team events & engagement activities.
• Mental health & counseling support when you need it.
• Reimbursement for industry certifications.
• Open-door culture – your ideas and feedback always matter.
• Flexible work – home or office, wherever you do your best work.
• Rewards & recognition that actually recognize you.
• Great Christmas & financial year-end parties to unwind with your loved ones.