Application Support Analyst/2nd and 3rd line support
You should have very good communication skill as this position requires lots of Business user’s interaction. Sometime you also need work as 2nd line support to your pre-defined client accounts and deliver against SLA's.
Resolve client issues by defining action plans and following through to closure
Communicate status and resolution to clients in a professional, timely and consistent manner
You should have potential to become ‘subject matter expert’ over the period of time with your technical and problem solving skills.
Seek opportunities to develop/automated/improve tools and processes to enhance efficiency in resolving client issues.
Proven experience within a 1st/2nd line support role ready to take the step into advanced technical 2nd line support
You should have knowledge of application development technologies such a Java or .NET. It would be an added advantage of having Middleware technologies skills such as TIBCO suite of products.
Exceptional customer service and communication skills.
Strong analytical skills with excellent problem-solving ability.
A demonstrated ability to manage multiple priorities and drive tasks to completion.
Experience in writing simple SQL queries for the purpose of troubleshooting, gathering information and/or reporting.
Ability to manage/present technical information to both technical and non-technical audiences.