Application Support Analyst - Bray
As Application Support Analyst you will work as part of the Service Delivery and Support team . This team is responsible for the delivery of high standards of customer satisfaction and ongoing support of existing and new products
Salary on offer 25k
Management of helpdesk
o Call logging & call assignment (cover when needed)
o Troubleshooting 1st and 2nd line application and technical calls
o Metrics - supplying weekly & monthly scorecard results
o Knowledge base maintenance and development
o Monitors and reports on critical application process downtime/availability
Application support – maintaining customer service/satisfaction levels:
o Support of all applications within the product catalogue
o Liaise with business users to identify opportunities within their area.
o Escalate opportunities
o Call response and resolution within agreed targets (SLA’s)
o Reporting of major incidents to the appropriate Management and Customer groups
o Problem/Known Error Management – o Application User Access & security
o Project support as required
o Others as required
Process Improvement
o Optimizing/improving on global process areas.
o Creating consistency between Service Delivery and Support teams
o Helping identify opportunities for Solutions Delivery and Manufacturing Analytics and optimisation teams.
Intranet Site Management
o Developing/updating site
o Creating help documentation and work instructions
Management/measurement of 3rd party support providers
o Supplier audits
o Maintaining supplier correspondence
Web administration – minor changes/updates to other company sites
Minimum qualifications/experience:
ERP experience essential (Macola ERP knowledge a benefit)
Skills:
ERP systems knowledge
Basic technical skills - beneficial
Complete knowledge of MS office suite essential
Project management - beneficial
Crystal report writing skills – beneficial
Familiarity with helpdesk software - beneficial
Exposure/knowledge of IT best practice frameworks – e.g. ITIL/CobiT
Call Elaine on 01 2557377 to hear more
