Application Support Analyst (EMEA)

The Role

Key Responsibilities

• Participation in day to day support call logging and allocation.
• Classify support issues received from users and allocate them with the support teams for resolution.
• Monitor and report on volume of support issues received and outstanding.
• Process fixes for standard support issues and report back to users.
• Provide an excellent customer service experience for all that contact the Support desk.
• Maintain system documentation and procedures to ensure completeness and utility.
• Ad hoc tasks to support the team and the demands of the business.
• Formulation, maintenance and execution of test plans for solutions to support issues.
• Recording of management information in respect of the issues raised by users.
• Maintenance of the team’s ticket logging system.
• Analyze and document support issues providing potential solutions or options.
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