Application Support Engineer (Helpdesk)

Key Responsibilities

• Ensure all support requests are logged, categorized, tracked, and resolved end-to-end within agreed timelines.
• Build and maintain a knowledge base with FAQs, case studies, processes, and solutions for common issues.
• Attend to user calls and emails, analyze and resolve issues directly, referring to FAQs for speedy resolution.
• Support audit queries by extracting or locating specific user request logs.
• Disseminate user communications such as system downtime notifications, software provisioning instructions, and system enhancement updates.
• Prepare and deliver Helpdesk Query Analysis Reports, identifying query trends and recommending improvements to reduce recurrence.
• Review, maintain, and improve helpdesk procedures as requested by the Authority.

Experience

• Minimum 2 years of IT experience in application support or helpdesk operations.
• Hands-on experience in SAP HCM ERP preferred.
• Strong knowledge of IT systems, especially SAP HCM ERP.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities
• Responsible, conscientious, and collaborative team player.
• Resourceful, independent, and responsive in handling user issues.