Job title: Senior Application Support Analyst Tier 2
Company: SD Worx
Job description: At SD Worx Mauritius, we are focused on building capability and flexibility to meet the growth of the business whilst increasing the profitability across the organisation. We support SD Worx on most of the business areas such as HR, Finance, Marketing, Software Development, Testing, Implementation and Service Delivery. There are numerous opportunities at SD Worx Mauritius for people with the right blend of skills, experience and character! Are you ready to join us?What do we have to offer?
- An attractive salary based on your experience and achievement. Including allowances for transport, internet and mobile (more information available during interview) with an addition of medical insurance fully paid by SD Worx for you and 2 dependents (upgrades available). And a yearly company bonus.
- A dynamic environment: flexible working hours and working from home – everything is negotiable. We also offer career break options.
- Learning opportunities: through an individual development plan and professional training
- Career growth: whether you want to become more of an expert in your field our you want to expand your knowledge more horizontally, there is always room to grow within SD Worx!
- And all leaves are granted as from day 1!
The RoleThe Senior Application Support Analyst will have to ensure the technical support of our products.Essential Duties and Responsibilities
- Resolve issues via a fix or workaround within the agreed Service level agreement
- Apply technical knowledge, skills and expertise to provide development, testing and support service to customers
- Use the right methods and tools, along with the knowledge you’ll gain on SD Worx products to respond to queries raised by the clients with care, accuracy, patience and empathy across different channels
- Prioritise and manage a queue of cases assigned to you
- Manage your time effectively as workload and priorities change during the day
- Proactively identify where an issue may need additional help or escalation
- Understand and adopt processes as key improvements in the team
- Collaborate with both onshore and offshore team members to ensure that relevant people / departments have the necessary information to assist them in contributing to customer support
- Accurately plan, record time and effort spent on activities via trackers
- Communicate orally and in writing with customers to provide good service
- Take ownership and follow up on assigned incidents/tickets
- Be logical and provide SWOT analysis when faced with challenges and problems
- Ensure responsive and timely incident resolution
- Attend customer and governance calls
- Work on job automation
- Update our knowledge base with new necessary materials, including Standard Operating Process (SOPs)
- Contribute to the effectiveness of the team by demonstrating a co-operative and supportive attitude to fellow team members
- Manage cross product issues within the team to leverage the cross functional knowledge and respond more quickly to the customer
- Record all issues that are not fully resolved as Problem Cases in the CRM system with the correct customer impact and priority
- Create Standard Operating Process (SOP) documentation
- Coach new colleagues to enhance their knowledge
- Work on change requests for our Live Customers
Note that other duties may be assigned by Team Leader/ManagerMinimum Education / Experience
- Diploma or Degree holder in IT
- At least 1-2 years of experience in application support.
Basic Skills
- Outstanding communicator (both written and oral) in English
- Work well alone as well as in a team
- Dependable
- Customer Service oriented
- Adaptable and Flexible when faced with tight deadlines
- Quality Orientated
- Ethical
Technical Skills
- Computer/IT savviness
- Knowledge of industry standards and project methodologies
- Knowledge of software development concepts and lifecycles
- Good analytical and problem-solving skills
- SQL
Future Competencies
- Connect Beyond Boundaries – Deliver Quality & Efficiency
- Delight Customer – Deliver Quality & Efficiency
- Functional Expertise – Deliver Quality & Efficiency
From many places, we work as one, moving from better to best together.SD Worx lives diversity in the workplace. Diversity provides inspiration and innovation in our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin colour, ethnic and social background, religion, age, disability, sexual orientation and stage of life.
Expected salary:
Location: Ebene, Mauritius
Date posted: Fri, 24 May 2024 06:44:44 GMT
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