The Application Help Desk role focuses on providing technical support for our software applications, ensuring that our customers can use our products efficiently.
This position involves troubleshooting application issues, guiding users through processes, and working with development teams to resolve bugs and software enhancements.
Responsibilities include: Handling incoming support tickets and providing timely solutions.Responding to and resolving application-related support requests in a timely and professional manner.Assisting users with navigating and troubleshooting software applications.Collaborating with development teams to escalate unresolved issues and provide feedback for software improvements.Conducting training sessions for users on software applications as needed.Monitoring the performance of applications and reporting any anomalies.Contributing to enhancing user experience through continuous feedback and improvement initiatives.REQUIRED EXPERIENCE / QUALIFICATIONS: Technical degree (IT technician or similar).Previous experience in a help desk or technical support role.Knowledge of Office/Excel package and database systems.Familiarity with MS Office Suite and other commonly used software applications.Experience with ticketing systems and monitoring tools.Knowledge of HTML, JavaScript, SQL, and database management is a plus.SKILLS: Excellent verbal and written communication skills.Ability to convey technical information to non-technical users.Strong customer service orientation.Ability to work independently and as part of a team.Strong organizational skills and attention to detail.Proactive approach in identifying problems and suggesting solutions.Familiarity with data management and reporting tools is a bonus.The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.
They are not intended to be an exhaustive list of all responsibilities, duties, and requirements.
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