Level 1 Application Support Analysts Intermediate

INX Customers Position Overview

As an Application Support Analyst, you are responsible in the first instance for triaging, logging, and diagnosing incoming cases from customers via phone call, portal, or chat. Application Support Analysts are then responsible for resolving or escalating the case while ensuring that all stakeholders are updated through the lifecycle of the ticket to ensure a positive customer outcome. All Application Support Analysts are expected to develop a level of expertise in nominated products. Key Responsibilities

Act as the first point of contact for customers.

Triage faults as they are raised via chat, phone, or portal.

Correctly log and categorise tickets within the ticket toolset.

Adhere to Organisational Level Agreements (OLAs) and Service Level Agreements (SLAs) where applicable.

Resolve or escalate faults with resolver teams as required.

Develop and update documentation as a Secondary on nominated products as directed by the Primary within the Application Support Matrix.

Comply with all departmental standards, policies and procedures and report to management any gaps or where you are unable to do so.

Undertake training and self-development as directed in line with professional development plan.

Any other duties as directed by departmental leads or managers.

Qualifications

Tertiary qualification in a technology related discipline is desirable but not essential.

ITIL certification desirable Experience

2+ years in an application support role or 3+ years with hands on experience using INX software preferably in an administrative capacity.

Strong verbal and written communication skills.

Customer outcome focused with proven customer service skills.

Ability to prioritise work and employ time management skills.

A solid understanding of IT Concepts, technologies, and terminologies.

Analytical problem-solving skills.

Ability to take initiative and work independently as well escalating issues when unable to resolve.

Competencies

Ticket Management and Customer Support

Technical Troubleshooting and Product Expertise

Escalation and Incident Management

Stakeholder Management and Collaboration

Strategic Planning and Scaling Support Operations Career Pathway