Position Overview
The Application Support Analyst provide application support to users. The candidate poses a structured and analytical approach to the identification, diagnose and rectification of user reported issues.
Role & Responsibilities
a) Provide applications troubleshooting and on-site support.
b) Log, escalate and follow through with issues.
c) Simulate user problems to resolve operating difficulties.
d) Coordinate activities to identify, diagnose and rectify problems
e) Provide 24/7 primary application maintenance support.
f) Provide reports for related KTLO activities
g) Ensure that all KTLO related activities are done on time
h) Liaise with vendor on issues and ensure that issues are resolve promptly according to SLA requirements.
i) Work closely with vendor and users to fulfil operation requirements and issue resolution
j) Involvement in the system integration testing phase / User Acceptance test prior to implementation.
i) Assist, Support and Ensure contract management related process and documents are complete on time
Requirements
a) Diploma/Bachelor’s degree in computer science or other highly technical, scientific discipline
b) 1-3 yrs of Technical / Application Support experience on multi technology platforms
c) ITIL v3/v4 certification and strong service oriented experience / background preferred.
d) Knowledge and understanding of IT industry environment and business needs
