ICT Assistant (Client Support) – Applications

– Respond to user queries and issues relation to in- house applications that have been escalated from Tier 1 Global User Support agents, track tickets and coordinate with Tier 3s such as but not limited to Dev Team, Database Team, Business Process Owners as necessary to fill user requests within existing Global User Support standards and procedures effectively.
– Log all actions and document cases in the IT Service Management Tool including site survey information, steps taken to resolve the issue or to complete tasks, problems encountered, current status, required follow-up or escalation, etc.
– Retain ticket ownership- open, update, monitor and close tickets assigned, meeting or exceeding Service Level Agreements (SLA).
– Analyze and diagnose the issues, identify the root cause of the problems and propose a solution.
-Assist in analyzing performance problems and recommend solutions to enhance functionality and reability.
– Participate in testing activities such as but not limited to – User Acceptance Testing, Sanity Testing, Regression testing etc.
– Maintain and regularly update the documentation of SOP’s work instructions, solutions, Knowledge Base related to application support and contribute to the effectiveness of the support service.
– Due to nature of user support activities, required to work in any of the current two shifts as scheduled, including holidays and weekends.
– Perform such other duties related to the position as may be assigned.

Qualifications:
– University degree in Computer Science, Information Technology or related field from accredited academic institution.
– Specialized formal training on IT systems, business software (Microsoft Office) application support, web based applications, mobile applications as applicable for the position.
– Experience in Application Support
– Proven knowledge, experience and skills to support and troubleshoot NET, SharePoint, Java Applications, knowledge of software development, software life cycle, SQL will be considered an advantage.
– Ability to present ideas in a user-friendly language to non-technical staff and end-users; knowledge of a ticket -tracking system is an advantage.
– Strong customer service orientation; focused on result for the client and responds positively to feedback.
– Good administrative and time-management skills.
– Excellent problem-solving skills, ability to manage complexities.