· Provides Enterprise Resource Planning (ERP) application support to client/customer’s users by researching and answering questions, troubleshooting and solving problems, and maintaining all the applications implemented by Aristou for the clients/customers.
· Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
· Initiate handover after each project Go Live from the project functional team to Helpdesk. You are to learn the project scope, the accompanied change requests, project issues, client’s key stakeholders, etc to ensure continuous and seamless support.
· You can clarify with the functional consultants of the project initially on all issues to provide the necessary support after the handover but you are expected to be self-reliant in 3 to 4 months after the handover.
· As the Helpdesk scope of work may vary from client to client, you are to seek clarify for each client’s scope of work. Generally, there are two types of scope of work.
· Improves client references by writing and maintaining documentation of issue logs, response, and resolution times.
· Monitoring compliance with service agreements.
· Improves system performance by identifying problems and proactively recommending changes.
· Updates job knowledge by participating in educational opportunities and maintaining personal networks.
· Accomplishes information systems and organization mission by completing related results as needed.
