Description
Our client is well known marketing services company seeking for an experienced IT Technical Specialist (Level 2) Support.
The role would provide application and IT Technical Support (Level 2) for business users, system specialist staff for the portfolio of applications supported, by analysing and identifying the cause of user problems, attending to and resolving users' requests/queries
Duties & Responsibilities
- Analyze user problems and provide identification and causes, recommend solutions and apply corrective action in response to production difficulties, application problems and customer queries.
- Record, resolve or refer problems, requests and queries received from users.
- Maintain a consistent customer service and ensure timely resolution of application problems so that users can effectively perform their business functions. Communicate effectivel6y with customers, peers, support personnel and management.
- Act as system expert providing advice/consultancy on the use of those specified applications.
- Maintain up to date information on system functionality, which involves keeping informed of all upcoming changes and current system issues.
Skill Set Required
- Excellent functional and technical knowledge of the specific portfolio of applications.
- Minimum of 3 years operational experience and at least 2 years applications support
- Excellent knowledge of support systems including ITAM, MyIT
- Strong computer skills and a good knowledge and working experience using Microsoft products
- Experience with MICA and Siebel will be highyl regarded.
Key Working Relationships:
- Establish and maintain effective working relationships with:
- System End Users
- Vendors
- Level 3 Support Teams (generally external vendors)
- Other Service Desk Teams
- Business Unit Representatives
- Application Managers
- Delivery Centre
- Incident Management
- Problem Management
Applications Supported
- MICA
- Mobiles Helpdesk
- MNC
- ONDB
- OCS
- Siebel
- SNRM
- OSS Suite of Applications