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.

· Provides mentorin...