it Application SupportSGS

Company Description
SGS is the world's leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 80,000 employees, SGS operates a network of over 1,650 offices and laboratories around the world.
Job Description
Primary Responsibilities:
Provide first level support through handling incidents and requests from end-users
Analyzes, escalate, and resolves application incidents and requests with readily available instructions
Validate requests and incidents priority based on urgency and impact
Monitor, review and follow up of pending incidents and requests
Received and prepare release announcement to keep track of application changes and to manage information dissemination to the business users
Performs ticket management and ensures that requests are executed and completed in a timely manner
Specific Responsibilities:
* Triage, escalate, resolve requests and incidents from end-users. Triaging ticket is to understand the issue, look for readily available solution, assign for further analysis of application related incidents, coordination and escalation with relevant resolver group.
Managing ticketing system and ensuring comprehensive database of requests and incidents from identification to resolution is kept up to date
Perform initial analysis, check for similar incidents, duplicate or recurring incidents, replicate issue and gather essential information before referring to technical support.
Keep track of known solutions, establish and develop application knowledge database and use findings to respond to end-users
Prepare release documents and announcement for application releases, hotfix and maintenance and manage information dissemination to user community
Review of ticket life cycle, follow up to end-users or technical team whenever necessary
Monitoring and tracking of severity 1 issues for appropriate escalation and follow-up, and update end-users
Performs other related duties as may be assigned either in support of departmental goals or for his/her personal or professional training, education or development as programmed by his/her immediate superior.
Qualifications
Bachelor's degree or equivalent in engineering/Information technology/Service management courses.
Has minimum 2 years work experience
With good exposure in handling enterprise application software and has strong knowledge in Cloud Computing
With strong analytical skills and has good decision making in handling complex issues
Knowledge in ITIL Foundation is an advantage
Has strong background in Incident Management
With experiencing in ticketing systems
Has working / logical understanding of how different systems can communicate or exchange data and transaction status using integration layers / middleware
Preferably with experience in supporting application system of different frameworks
IT Literate - Knowledgeable in the use of internet-based applications, e-mail communications, MS word & MS excel
Must be a team player but also able to work independently
Additional Information
Experience/Technical Knowledge
Experience of multi-cultural environments.
Experience or training in customer service work
Additional information[1]
Ability to provide timely solution to problems that have clear-cut instruction and routing decision-making
Experience to at least 1 business application
Focus: The ability to remain focused on the mission, on what's important to the business despite distractions of day to day Helpdesk tasks.
Pro-activity: The ability to take initiative to make improvements.
Teamwork: Ability to work in a team both local and remote
Technical Skills: The ability to learn new products
Customer Skills: The ability to interact with customers in a polite and professional manner
SmartRecruiters

Makati City, Metro Manila
Permanent
Full-time