L1 Application Support Analyst  

The tasks and responsibilities described here in shall be provided in English.

Overview

To provide first line helpdesk support to end customers, assisting them with application queries via phone or email.

The L1 Application Support Specialist is responsible for the day-to-day provision of the Services. This includes ensuring that a continually high level of service is provided to the customers as set out in Company's agreements with customers, in the languages described in this document. In order to provide this high level of service the Agent will be required to effectively manage their available resources, including equipment, information, and technologies.

Summary

• Maintain a quality business relationship with all customers.
• Provide high level professional multi-lingual IT services in an efficient manner.
• Make effective use of procedural, informational, and technical documentation.

Duties and responsibilities

• Provide 1st line application support by answering support queries via phone and email.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Take ownership of user problems and be proactive when dealing with user issues.
• Log all calls on the call logging system.
• Respond to inquiries from clients and help resolve application hardware or software problems.
• Continuously monitor incoming customer contacts including those made by any of the media available to the Company's customers.
• Continuously monitor outstanding calls and ensure that provision is made in case of your absence.
• Allocate more complex calls to the relevant IT Support member.
• Ensure that all customer contacts are handled in a timely and effective manner and within the Service Level Agreements laid down by Company and Company's customers.
• Identify any service related issues and escalate to the Team Leader

• 1 year previous Helpdesk/Customer Servicer experience, preferably within application support field.
• Experienced in using call logging software.
• Strong understanding PC connectivity issues and configuration.
• Intermediate working knowledge of Microsoft Word and PowerPoint.
• ITIL awareness and experience in following ITIL guidelines.
• Good understanding and working knowledge of the services provided by your department.
• Excellent communication skills, both oral and written.
  • Ability to communicate professionally and confidently at all levels.
• Intermediate to advanced Excel skills.
• Good personal organizational skills.
• Excellent problem solving skills.
• Good attention to detail.
• Ability to build effective working relationships at all levels.
• Ability to apply creativity to resolving.
• Highly customer focused.