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