Responsibilities:Technical Support
- Serves as the primary point of contact for end-users experiencing application-related issues.
Respond to user inquiries, resolve problems, and provide technical guidance and support through identified support channels (Phones, Emails, etc.).- Responsible for monitoring and responding to open tickets submitted through ServiceNow.
Effectively prioritize and handle service requests and incidents.
- Diagnose and identify software application issues, escalating to the appropriate teams as necessary.
Conduct root cause analysis to determine the underlying cause of recurring issues and implement permanent solutions.- Assist users with system navigation, user access, and application functionality.
Troubleshooting and Issue Resolution- Troubleshoot and escalate tickets that cannot be resolved to Level 2 product specialists.
Identify opportunities for process improvement and contribute to departmental initiatives.
- Handle late night and weekend emergency support as required.
Resolve system problems during non-business hours or backlogs by providing off-hours support as needed- Investigate and troubleshoot application errors, software bugs, and data discrepancies.
Collaborate with development teams to analyze and resolve complex technical issues.
- Perform detailed testing and analysis to identify and resolve software defects or configuration problems.
Document and track all reported issues, their resolutions, and steps taken for future reference.
Application Maintenance and Enhancements- Ensure the performance of daily health checks of the applications, scripts, and infrastructure by support team.
Assist in the maintenance and administration of applications, including testing, upgrades, and software patches.
- Coordinate with internal teams to ensure the timely delivery of application updates and enhancements.
Contribute to the creation and maintenance of technical documentation, user manuals, and knowledge base articles.- Provide input and suggestions for improving application performance, user experience, and overall system efficiency.
User Training and Support- Conduct training sessions and workshops to educate users on application functionality and best practices.
Develop user guides, FAQs, and other resources to support users in utilizing applications effectively.
- Proactively identify user training needs and provide ongoing support to enhance user proficiency and satisfaction.
Key Performance Measures
- Meet operational performance standards and SLAs set forth by management.
Meet client and stakeholder requirements.- Compliance with IDD Tech Organizational values.
Governance- Ensure compliance to governance frameworks, all relevant legal and regulatory requirements and all relevant Company and Group policies and processes.
Familiarity with ITIL processes and service management frameworks.- Excellent problem-solving and analytical skills, with a keen attention to detail.
Exceptional interpersonal and communication skills (verbal and written) to effectively collaborate with users and cross-functional teams.
- Fundamental knowledge of application troubleshooting methodologies, software development lifecycle, and database concepts.
Ability to prioritize and manage multiple tasks in a fast-paced environment.- Flexibility to work on holidays and weekends. Can accommodate shifting schedules and provide on-call support to staff 24/7 support operations.
Proven experience managing tickets via the ServiceNow platform.
Degree qualified in ICT, Business or other relevant qualification.
- At least 5 years relevant experience in an IT support or Service Desk role.
Job Type: Full-time
Benefits:
Schedule:
Monday to Friday
Supplemental pay types:
Application Question(s):
Are you willing to work on-site (Makati City)
