Application Support analyst (should be open to flexible shift)Abbott

JOB DESCRIPTION:
PRINCIPAL RESPONSIBLITIES
This is a Level 1 support position that directly interacts with end users and company management.
Basic to intermediate application support to all ARDx employees (Including third party contractors and consultants).
Manage tickets in the current service desk system and ensure timely resolution of issues or escalation to proper resolver group for additional support.
Identification and escalation of Priority 1 (P1) Issues.
Research, resolve and respond to incoming questions in a timely manner specified within the service level agreement.
Establish a strong working relationship with application support teams.
Provide escalated support for enterprise application related issues.
Escalate and Dispatch problems to support personnel when appropriate via documented escalation procedures.
Assist in the development of documentation and knowledge base, including appropriate policies and procedures for training and support programs.
Assist in the assessment, determination and documentation of customer requirements for services provided by GIS.
Provide telephone support for issue capture.
Abide by all GIS Policies and Procedures pertaining to security of data, the network and its applications, proper account access and management, and general Standard Operating Procedures.
Undertake any other duties reasonably requested to meet business needs.
PROBLEM SOLVING, DECISION MAKING & ACCOUNTABILITY
Self-motivated, team oriented approach, able to operate effectively in a busy environment.
Works on diverse range of support issues requiring ability to independently identify, evaluate and resolve problems.
Works under direction to produce solutions in support of customer service level agreements.
Works proactively and uses own initiative to ensure business needs are met effectively.
Addresses immediate service needs of all end users regardless of Business Unit affiliation.
KEY SKILLS
Good time management skills, with proven ability to prioritise and organise a demanding workload, adapting to fit the changing needs of the business.
Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner.
Self-motivated and team oriented approach, able to work well with direction and independently.
Strong problem-solving skills, with the ability to combine technical knowledge and customer support skills to successfully and repeatedly instruct people on the steps to take to solve application problems.
Excellent interpersonal and communication skills (both written and verbal), able to relate with users, service providers, and management.
EDUCATION/EXPERIENCE
Essential
Experience of providing customer service in a service desk style environment
Able to learn new processes quickly, and an ability to keep knowledge and skills up to date.
A basic understanding of the following technologies:
Windows Operating Systems (XP, 7, Server 2003/2008/2012)
Microsoft Office software (Outlook, Word, Excel, PowerPoint)
Wireless technology
Experience of troubleshooting IT and application related issues.
Desirable
Sarbanes Oxley (SOX) compliance knowledge
Computer Systems Validation (CSV) awareness
ITIL framework knowledge
JOB FAMILY: IT Operations
DIVISION: ARDx Abbott Rapid Diagnostics
LOCATION: Philippines
Taguig City : Bonifacio One Technology Tower
ADDITIONAL LOCATIONS:
WORK SHIFT: Standard
TRAVEL: No
MEDICAL SURVEILLANCE: No
SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Abbott

Taguig City, Metro Manila
Permanent
Full-time