Key Responsibilities:
1.Application Support:
- Provide first-line support to end-users by resolving application-related issues promptly and efficiently.
- Troubleshoot software problems, identify root causes, and implement solutions.
- Monitor and respond to support requests via email, phone, or ticketing system.
- Ensure all support requests are logged, tracked, and properly documented.
2.Technical Troubleshooting:
- Collaborate with cross-functional teams to diagnose and resolve technical issues.
- Perform system analysis to identify recurring problems and recommend long-term solutions.
- Identify and document software defects, liaising with developers for resolution.
3.Application Maintenance:
- Implement software updates, patches, and enhancements while ensuring minimal disruption to end-users.
- Perform routine maintenance tasks to optimize application performance.
- Develop and maintain support documentation, including user guides and FAQs.
4.User Training and Documentation:
- Conduct training sessions for end-users to promote efficient utilization of software applications.
- Create and update user guides, knowledge base articles, and FAQs to assist users in resolving common issues.
5.Quality Assurance:
- Conduct testing of new software releases and updates to ensure compatibility and functionality.
- Assist in the development and execution of test plans and test cases.
6.Reporting and Analytics:
- Generate and analyze support-related data to identify trends and areas for improvement.
- Prepare regular reports on application support activities and performance metrics.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Proven experience in application support, troubleshooting, and maintenance.
- Strong problem-solving skills with the ability to analyze and resolve technical issues.
- Familiarity with software development concepts and languages is a plus.
- Excellent communication and interpersonal skills.
- Strong customer service orientation.
- Detail-oriented with good organizational skills.
- Ability to work independently and collaboratively in a team environment.
- Proficiency in using support ticketing systems and IT service management tools.
- Knowledge of ITIL or similar IT service management frameworks is a plus.
