Enterprise and Business Applications Specialist
1 week ago
Ent. & Bus. Applications Specialist
Ability to communicate well and to capture all pertinent details when required.Ability to explain procedures and technical details to both technical and non-technical
audiences in a concise and clear manner.
Excellent interpersonal skills with the ability to foster and maintain solid stakeholder
relationships.
Passion for achieving or exceeding expectations.
Excellent written and verbal communication skills.
Ability to plan activities and projects well in advance and takes into account possible
changing circumstances.
Ability to work well in a pressurized environment
Ability to apply active listening techniques such as paraphrasing the message to confirm
understanding, probing for further relevant information and refraining from interrupting
Ability to place client at the forefront of all interactions, understanding their requirements and
creating a positive client experience throughout the total client journey.
Stays up to date with latest relevant IT technology, trends and best practices.
Relevant qualification in IT/Computing, or related field.
Relevant IT certifications, such as ITIL and Microsoft
Seasoned experience required in diagnosis and troubleshooting, IT Technical Support role
within a large ICT organization.
Seasoned experience interacting and working closely with a variety of internal and external
stakeholders at different levels in the business.
Seasoned technical experience with a variety of technologies, DevOps Tools for example (but not limited to) Atlassian Suite, ServiceNow, MS Azure and Microsoft 365. Proactively identifies, investigates, and resolves complex technical incidents and problems and
restoring service to clients by ensuring these incidents are managed to resolution
Focuses on ensuring all lines of support for more complex incidents, requests, events,
and/or problems through the effective coaching and training of IT Technical Support
Engineers.
Undertakes regular reviews to ensure that the assigned infrastructure is configured,
installed, tested, and operational. Ensures that the software is installed and configured in
line with business requirements.
Proactively identifies problems, events, incidents, and errors prior to or when they occur.
Fosters good relationships with all stakeholders including vendors, carriers, and colleagues.
Resolves calls and identifies the root cause of incidents, events, and problems to ensure
proactive future management.
Ensures the efficient and comprehensive resolution of incidents, problems, events, and
requests.
Reports and escalates complex issues to 3rd party vendors.
Provides continuous feedback to clients, affected parties and update all systems and/or
portals as prescribed by standard procedures.
Proactively supports the service desk by receiving calls and incidents, problems, requests,
and events when required.
Ensures the resolution and recovery of an incident in line with the relevant processes and
service level agreements.
Updates incidents, requests, problems, and/or events with progress and resolution details.
Performs any other related task as required
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