Job description

Responsibilities:

• Maintains application support processes and checks that all requests for support are dealt with procedures
• Uses application management software and tools to investigate issues, collect performance statistics and create reports
• Prioritizes and diagnoses incidents according to agreed procedures
• Investigates causes of incidents and seeks resolution
• Escalates unresolved incidents
• Initiates and monitors actions to investigate and resolve problems
• Determines problem fixes/remedies
• Assists with the implementation of agreed remedies and preventative measures
• Carries out agreed applications maintenance tasks
• “Go Live” support after introduction of new solutions
• Support the processing of service requests
• Initiates and monitors actions to investigate and resolve problems.

Qualifications:

• Customer service experience.
• Committed to quality, persistent with energy and focus, as well as the ability to conform to shifting priorities, demands and timelines promptly and efficiently.
• Quick learner with the ability to understand, and deal with complexity, quickly and accurately resolving any issues found.
• A good team member, able to work on own initiative but deliver in a team.
• English language skills essential