Datacom
Information Technology and Services
ApplicationSupportAnalyst
“Application Support Analyst at Datacom. Skills: Application Support, Service Desk, IT Support, troubleshooting, problem-solving, IT Service Management (ITSM) processes, Service Level Agreements (SLAs), logging, tracking, and managing incidents, prioritise tasks effectively, manage multiple support requests simultaneously, customer service mindset, supporting software installations, upgrades, and maintenance activities, escalation processes, timely issue resolution, financial processes, accountin”
What You'll Achieve.
operational metrics; resource planning; continuous improvement; maintaining accurate log entries of fault with resolution and communication according to Service Level Agreements.; Ensuring all software installations and routine upgrades are implemented according to Service Level Agreements.; Providing the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided.; Using tools and processes to deliver services to customers in accordance with SLA.; Ensuring defect issues not progressing are escalated according to established procedures.; responding to requests for assistance by providing information to enable users to resolve their problems.
Industry & Context.
troubleshooting and problem-solving skills; ability to analyse and resolve application-related issues efficiently; analytical mindset with attention to detail when handling finance-related system incidents and data validation
Flexibility to provide both remote and face-to-face technical support when required.
What They're Looking For.
Must Have
At least 2-3 years of relevant IT Support, Software experience., Sound knowledge of the organisation's Standard Operating Environment (SOE)., Basic understanding of financial processes and accounting principles, with the ability to support business applications used within finance or accounting functions.
Nice to Have
Experience working with financial systems, ERP platforms, or accounting-related applications would be highly regarded., Ability to interpret financial or transactional data to assist in troubleshooting application issues and supporting end users effectively., Familiarity with processes such as accounts payable, accounts receivable, general ledger, invoicing, or financial reporting is advantageous., analytical mindset with attention to detail when handling finance-related system incidents and data validation., Ability to communicate effectively with finance stakeholders and understand business impacts relating to application support issues., ITIL Foundation certification or similar service management knowledge is desirable.
What You'll Do.
Providing second level support to users associated with operating relevant application software.
Providing technical maintenance and support services within agreed service levels.
Maintaining user documentation.
Maintaining accurate log entries of fault with resolution and communication according to Service Level Agreements.
Ensuring all software installations and routine upgrades are implemented according to Service Level Agreements.
Providing ad hoc reporting as directed by Datacom management.
Working on tasks as assigned by Team Leader.
Providing the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided.
Providing an effective interface between users and product delivery teams
supplying all necessary diagnostic information
identifying areas of improvement and recommending changes in order to facilitate those improvements
according to procedures.
Providing telephone and face to face technical support to users regarding Application issues.
Using tools and processes to deliver services to customers in accordance with SLA.
Ensuring defect issues not progressing are escalated according to established procedures.
Following agreed procedures and responding to requests for assistance by providing information to enable users to resolve their problems.
How You'll Work.
Team & Collaboration
cross-functional coordination; vendor/stakeholder management; Providing an effective interface between users and product delivery teams; contributing positively within a team environment; Ability to communicate effectively with finance stakeholders
Communication Scope
Excellent verbal and written communication skills; ability to explain technical concepts to non-technical users; Ability to communicate effectively with finance stakeholders
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