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