• Act as the first point of contact for all user support related queries regarding the core Applications (L1 and L2 support)
• Participate in the knowledge transfer of the BC team before handling the BAU for new Solutions
• In charge of the inventory of all the Applications used in the company as well as regular check of Active and Inactive Applications
• Responsible for taking internal and external calls from the users regarding Application related incidents or service requests
• Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents/ service request
• Regularly provide statistical reports about support cases and incidents
• Dispatching all incoming tickets for the Service & Support team
• Responsible for assigning, resolving and escalating user request tickets
• Collaborate with other IT Teams on Projects
