Job Description

Delivery of L1 and L2 application support services to DUAL users to agreed Service Level Agreements. Managing your daily workload to ensure DUAL users receive the best possible service, always being aware of SLA s and issues impacting live services. Liaising with 3rd party support companies and individuals (onshore and offshore) to resolve system issues and deliveries. Escalating issues to the Support Team Leader when in danger of failing agreed service levels and Business expectations. Examine complex problems, working with IS resources to determine root-cause application issues, identify the severity/impact, and propose fixes. Own major issues from initial report to resolution, communicating with customers regularly regarding issue status. Creating Knowledge Articles to capture process knowledge and best practices. Qualifications Graduate with Computers - B.Sc. (Computer Science) / BCA