Duties and Responsibilities:
• Deliver a first-class service to our Business Units
• Engage with internal customers via support tickets, email, phone
• Questions and troubleshoot issues quickly and efficiently
• Correctly set the customers’ expectations
• Provision of high-quality updates to customers on a regular basis
• Support and resolve Meat Matrix queries
• Link between User and Service Provider
• Achieve productivity related targets including support tickets processed, average response time, average time to close, etc
• Always display a positive and can-do attitude
• Identify solutions and preventative measures to improve the customer’s experience
• Case Management: Take personal accountability for all cases assigned to you ensuring a proactive approach to resolution is taken. Maintain excellent quality of cases with detailed notes
• Team Working: Proactively share knowledge, and share service improvement opportunities.
• Be curious to change, evolve and develop in ways that help us better serve our customers.
• Plan, execute and implement applications and configuration change procedures to ensure optimal Quality assurance for all applications.
• Develop, sustain and evaluate delegated business processes and related applications.
• Maintain good professional relationships with counterparts of engineering and customer support departments.
• Organize and implement projects ranging from small to medium size and provide assistance to all processes under guidance of team and Service Provider.
• Perform root cause assessment and debug all issues on system applications
• Coordinate with departments and QA departments and administer code migrations in various environments and production outputs.
• Provide support and identify all issues and prepare appropriate documentation all issues and solutions
• Manage all production system and recommend ways to optimize performance and provide solution to problems and prepare reports for all problems.
• Identify and provide resolutions ranging in complexity from medium to high
• Project Management
• System developments
Key Skills
• Good IT skills with demonstrable experience in a similar IT Support role
• Knowledge of Microsoft Operating Systems (Server and Desktop Editions)
• Basic network configuration
• Working Knowledge of IT Hardware and Software
• Knowledge and experience of Microsoft SQL Server
• Ability to learn and master employer-specific software, in our case Meat Matrix Application software
• Ability to work under pressure in a fast-paced environment
• Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner
• Ability to troubleshoot and strive for first time resolution of issues.
• Consistently produce high quality and detailed work
• Lead regular communication with suppliers, ticket tracking
• Complex problem solving
• Ability to diagnose & address application issues
