Application Support For PWISE - Associate

About Businessline/Function :

Strong presence across the globe with a proven track record of delivering quality service, within the expected Turn Around Time (TAT) and with ability to challenge Status Quo and share Best Practices. Core activities includes validating Vendor invoices, Accrual Management, Procurement support, Project support & Application support..

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

  : Create, update, and validate approval matrices based on organizational policies and stakeholder input.

• System Uploads

  : Upload matrices into workflow automation platforms (e.g., SAP, Oracle, ServiceNow, or custom ERP systems).

• Stakeholder Coordination

  : Collaborate with department heads, finance, procurement, and HR to gather approval rules and maintain alignment.

• Testing & Validation

  : Conduct test runs to verify matrix functionality and troubleshoot upload issues.

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

BehaviouralSkills:

• 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

Experience Level

At least 3 years