Application Support Specialist

Position Purpose

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.

Qualifications

• Diploma or bachelor’s 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:

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