Application Support Specialist

SUMMARY:
-

POSITION INFO:

Main Purpose:

Systems Administration, Integration Development Projects, aligning systems and operational processes, optimising, and streamlining operational processes.

Key Responsibility Areas:

• Provide optimized Level 1 support to users within EMEA region;
• Assist users with matters relating to Business Applications;
• Manage, prioritize, and multi-task to resolve tickets within the SLA, policies and procedures set;
• Efficiently log, manage, escalate, and resolve all issues and interactions in an efficient manner -- dealing with cases from inception to completion;
• Identify any operational gaps and contribute ideas to establish processes that ensures Operational Excellence in IT Service Management;
• Act as a subject matter expert in delegated areas and provide solutions to various business functions or stakeholders;
• Provide input on specialized training needs;
• Engage with the company stakeholders to propose IT Solutions and improve the business flow as required;
• Update Knowledge Base (for both internal IT Support and User reference) and provide training and knowledge sharing with end-users where required;
• Take responsibility for projects as per the assigned timeline and deliverables

Knowledge & Experience:

• Matric or Senior Certification equivalent
• A minimum of 1 year working experience in the related field;
• Proficient in English – written and verbal communication skills;
• Computer literate, has had exposure to or willing to learn about user support, troubleshooting systems and applications.

Skills & Attributes:

• Good communication skills
• Good time management
• Must be able to work well in a team but also have the ability to work independently

• Adaptability: Adjusting effectively to work with new structures, processes and requirements

• Pleasant personality, resourceful, result-oriented & positive mind-set in servicing various stakeholders and business functions;
• Respecting and promoting individual and cultural differences;
• Professional and pleasant telephone or email etiquette