Job Description

KEY RESPONSIBILITIES:

You will:

User Support:

• Work with tools provided to deliver user support for bespoke business applications.
• Respond to queries and challenges from end-users, ensuring timely resolution.
• Maintain a high level of customer service and adhere to agreed Service Level Agreements (SLAs).
• Compile ticket status reports for business stakeholders.

Knowledge Base Management:

• Create and maintain knowledge base articles in the helpdesk tool.
• These articles will aid in swift resolution of future support requests.
• Ensure alignment with the IT service model and delivery against agreed SLAs.

Issue Investigation and Documentation:

• Investigate, analyse, and document reported defects.
• This may involve using SQL select statements to query databases.
• Offer suggestions for resolution.
• Support the documentation of incident reports during major incidents.

Automation and Process Improvement:

• Identify opportunities to automate processes within the customer service function.
• Make appropriate suggestions to your line manager.
• Collaborate with technical teams and customers to resolve technical issues.

Escalation and Change Requests:

• Escalate system change requests to the Product Support team for evaluation.
• Escalate data-related issues to the appropriate teams.

Reporting and Data Distribution:

• Use provided scheduler tools to create scheduled tasks for report distribution.
• Run audit reports for users and interrogate the database when necessary.

Travel and Other Duties:

• Assist with system implementations and training.
• Undertake other duties as directed by the Line Manager.

QUALIFICATIONS AND REQUIREMENTS:

• Application support experience
• Experience with Salesforce and Workday (or similar)

Work Set up: Hybrid, 2-3x a week onsite
Work Location: BGC, Taguig
Work Schedule: Day and mid shift (must be amenable to work UK Time)