IT APPLICATIONS SUPPORT EXECUTIVE

Responsibilities:

• User Support: Acts as point of contact for users facing issues related to internal application.
• Customer Service: Ensure all users interactions are handled professionally and emphatically.
• Ticket Management: Record, prioritize and manage incident requests in the ticketing system. Ensure timely follow-up and resolution of tickets.
• Problem Solving: Analytical mind to resolve complex issue and escalate where appropriate.
• User Training: Ability to create and conduct training on the usage of application proficiently.
• Documentation: Create and maintain user-friendly guide related to the application.
• Cross Department Collaboration: Must be comfortable to collaborate with all departments to share insights and solution to an issue.
• Process Improvement: Continuously assess and improve the efficiency of support workflows.

Desired Attributes:

• Emphatic and Customer Focussed: A genuine desire to help others and stay calm under pressure when dealing with any user.
• Team Oriented: Actively collaborate and assist colleagues towards team goals.
• Detailed Oriented: Thorough and meticulous in documenting all incidents, troubleshooting and resolution steps.
• Adaptability: Ability to adopt new technologies and processes.
• Analytical Thinking: Able to identify patterns in issues and suggest preventive measures.
• Strong Communication Skills: Active listening skills and ability to communicate clearly to non-technical users.

Key Requirements:

• Possess at least Diploma in IT or Business Management, with at least 2-3 years of experience.
• Possess good interpersonal and communication skills.
• Shows drive, integrity, sound judgment, adaptability, creativity, self-awareness and an ability to multitask and prioritize.
• Takes ownership and accountability for assigned work