Objectives of this position:

This role is a part of the IT internal Application Support team with the task of supporting the internal ERP Applications or other core Applications which are sitting with IT. Manages incidents and requests through to completion, escalating and communicating with internal and external parties as needed.

What will you do?

Act as the first point of contact for all user support related queries regarding the core Applications
Responsible for resolving & escalating user request tickets
In charge of the inventory of all the Applications used in the company as well as regular check of Active and Inactive Applications in the companies internal Ticket/Asset Management tool
Responsible for taking internal and external calls from the users regarding Application related incidents or service requests
Ensure proper documentation, notification, escalation, tracking & follow up of all incidents/ service request
Regularly provide statistical reports about support cases and incidents, review issues & propose corrective actions
Level 2 support for all IT internal Applications (L1 support when no Application Specialist in the team or deputizing)
Look for opportunities how to proactively improve the customer service and internal processes by identifying repeat issues or service risks and aid in prevention
Take lead role on projects and extended tasks but also supports if the Application Specialist is not available
Support the Manager with some high-priority tasks or difficult customers
Support Business with Communications of changes for existing or new Applications

What will you need?

Diploma in Computer Science, Information Technology or relevant discipline
At least 5 years' experience in user support focus on Application Support
Strong problem solving and system troubleshooting skills
Technically proficient in Microsoft Office and use of Ticketing Systems
Good interpersonal and communication skills
Capability to work under pressure & fast path demanding environment
To be available immediately/ at short notice

Habilidades requeridas

Incident ManagementTicketing System OperationERP and Internal Application SupportApplication Inventory and Asset ManagementTelephone-based Technical SupportTechnical Documentation and Knowledge ManagementSupport Case Reporting and AnalysisSystem Troubleshooting and Problem SolvingInterpersonal and Communication SkillsEscalation ManagementProcess Improvement and Continuous ImprovementProject LeadershipMicrosoft Office ProficiencyWork Under Pressure and Time Management

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