Main Accountabilities:

• Provide first level application system support through ticketing system, phone call, email.
• Gather and analyses user problems, troubleshooting and convey a solution either by resolving it at first contact or by escalating it to next level technical team.
• Follow up on outstanding/ unresolved issues with end user/ technical team and ensure timely resolution.
• Report significant and recurring issues to team leader/ direct superior to work for better solution.
• Collect feedback to determine patterns and issues such that they can be resolved by building knowledge base.
• Provide FAQs to end user to ease in troubleshooting
• Install Application System for end users and provide on-demand training on-site or remotely.
• Perform application system pilot testing before release for UAT.
• Able to stay back for critical issue support and during project implementation
• Able to work on on-demand second shift (11am – 8pm) to support other regional users.
• Reports and documentation
• Complete all other helpdesk related duties as assigned.

Key performance Indicators:

• Accurate and on time internal and external communication
• Customer satisfaction
• Good internal working relationships

Appropriate level of education, knowledge and working experience:

Education & Knowledge

• Diploma or higher in Information Management / Technology

Working Experience

• Minimum 2 years’ relevant experience in application system support, problem solving and troubleshooting.
• Application Programming background

Personal characteristics:

• Good attitude
• Fast learner
• Great Communication skill
• Team player