Application Support For PWISE - Associate

first point of contact

Key Responsibilities

• User Interaction

  : Respond to support requests via phone, email, or ticketing systems.

• Incident Logging

  : Accurately record issues in the incident management system, assigning appropriate priority levels.

• Basic Troubleshooting

  :
  • Password resets
  • Login/access issues
  • Configuration errors
  • Minor performance issues

• Monitoring

  : Use tools to monitor application health and performance; report anomalies.

• Escalation

  : Route unresolved or complex issues to Level 2 or Level 3 support teams.

• Documentation

  : Maintain records of issues, resolutions, and known errors for future reference.

• Customer Service

  : Ensure a positive user experience through clear communication and timely updates.

Matrix Management

System Uploads

Stakeholder Coordination

Testing & Validation

Required Skills

• Excellent

  problem-solving

  and

  communication

  skills.
• Familiarity with

  diagnostic tools

  , log analysis, and debugging techniques.
• Ability to work under pressure and manage multiple support requests.
• Experience with ticketing systems and support documentation tools.
• Ready to learn new applications and functional domain.

• Diploma or bachelors degree in IT, Computer Science, or related field

Strong keys

• Reactivity & Ability to understand requirements, problems and situations and to draw out logical conclusions.
• Effective Communication, Rigor, Method, Autonomy, Patience.

• Years Of Exp: 36 years of experience in technical support or helpdesk roles

Any graduate/ Post-Graduate.

• English mandatory

Skills Referential

Behavioural Skills:

Ability to collaborate / Teamwork

Communication skills - oral & written

Client focused

Attention to detail / rigor

Transversal Skills:

Ability to develop and adapt a process

Ability to understand, explain and support change

Ability to set up relevant performance indicators

Analytical Ability

Ability to manage a project

Education Level:

Bachelor Degree or equivalent