Application Support Specialist

SUMMARY:
Provide optimized Level 1 support to users within EMEA region

POSITION INFO:

• Provide optimized Level 1 support to users within EMEA region;
• Assist users with matters relating to Business Applications;
• Manage, prioritize, and multi-task to resolve tickets within the SLA, policies and procedures set;
• Efficiently log, manage, escalate, and resolve all issues and interactions in an efficient manner -- dealing with cases from inception to completion;
• Identify any operational gaps and contribute ideas to establish processes that ensures Operational Excellence in IT Service Management;
• Act as a subject matter expert in delegated areas and provide solutions to various business functions or stakeholders;
• Provide input on specialized training needs;
• Engage with the company stakeholders to propose IT Solutions and improve the business flow as required;
• Coordinate with local, regional and global teams to manage and effectively deploy IT projects if required;
• Take ownership of support incidents and use all available resources and knowledge to resolve them.
• Update Knowledge Base (for both internal IT Support and User reference) and provide training and knowledge sharing with end-users where required;
• Take responsibility for projects as per the assigned timeline and deliverables;
• Consistently improve the quality of work by internalizing the feedback and coaching received.
• Able to travel domestically and internationally if required;
• Other duties or tasks as assigned by immediate superior.

Requirements:

• Candidate must possess at least a Higher Secondary / STPM /"A" Level / Certificate / Diploma / higher in any field;
• A minimum of 1 year working experience in the related field;                   
• Proficient in English – written and verbal communication skills;
• Fluency in German, Spanish, Dutch, Italian is an added advantage;
• Computer literate, has had exposure to or willing to learn about user support, troubleshooting systems and applications.
• Excellent verbal and written communication skills.
• Possess analytical approach with excellent problem-solving;
• Highly motivated and able to work under pressure and independently;
• Great attention to detail and able to manage workload effectively and meet deadlines;
• Minimal supervision to complete tasks, highly trainable and approachable.
• Knowledgeable in or willing to learn Incident Management across Desktop Technologies and/or Business Applications including service desk systems, incident and problem handling and escalation;
• Aware of current technologies that are related to end-user support and business strategies and keeping abreast of latest technology updates;
• Aware of ITIL concepts and processes, and using helpdesk ticketing system;
• Capacity for immediate self-education in use of new systems and software applications.
• Pleasant personality, resourceful, result-oriented & positive mind-set in servicing various stakeholders and business functions;
• Respecting and promoting individual and cultural differences;
• Adaptable to changing environment;
• Professional and pleasant telephone or email etiquette.