Application Support Analyst
CurrentProvides production support for core applications that support the business including Order Entry, WMS among other applicationsAllocates and Prioritize calls promptlyLogs incidents and service requests and maintains relevant records:Identifies and classifies incident types and service interruptionsRecords incidents cataloging them by symptom and resolutionActs under guidance to record and track reliability data for our servicesEscalates complex or unresolved incidents to Level 3 Application supportSystematically interprets user problems and identifies solutions and possible side effectsUses experience to address user problems and provides potential solutionsRecords and tracks issues from outset to conclusion(Problem Management Team Member)During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.Maintains records, informs users about the process and advises relevant persons of actions takenActs as the routine contact point, receiving and handling requests for LEVEL 3 supportResponds to a broad range of service requests for support by providing information to fulfill requests or enable resolutionProvides first line investigation and diagnosis and promptly allocates unresolved issues as appropriateAssists with the development of standards, and applies these to track, monitor, report, resolve or escalate issuesContributes to creation of support documentation such as "Knowledge Articles", "Process Flow Diagrams or Procedures", or "RACI Charts"Coordinate the service desk team members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture in team membersKeep record of daily operations at the desk for tracking of customer needs, services rendered and future referenceCreate a mode of operations to be adhered to by team members
