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Junior Application Support Analyst
1 month ago
Key Responsibilities:
- As required, provide timely communication to users on the status of their service requests and incidents.
- Properly escalate unresolved issues to appropriate internal teams (e.g. L2/L3).
- It is a first point of contact to all related incidents from external and internal clients.
- Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date.
- To be part of OOH roster to contact the L2/L3 and to provide the progress status to customer.
- To ensure that the access to production DB are secured and not shared to everyone.
- Ensure problem prevention methods are continually applied to improve service levels and reduce costs.
- To act as back-up of desktop support to the warehouse equipment (RF guns, Zebra, Printers, other) are up and running during operation hour.
- To act as back-up for Application Deployment if IT Application Manager is unavailable.
- To communicate to staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues.
- Ability to explain complex ideas to those with limited IT and systems knowledge.
- Compliance with the Sarbanes-Oxley (SOX).
- Compliance with ITIL practices.
- Ensure Swap’s corporate ethics and company direction is used in making key decisions.
- Provide continuous improvement of all services and identify alternatives or option to these services.
- Will serve as backup in supporting and responding to the client with the guidance from the lead team
Requirement:
- IT Tertiary qualification.
- 3 year of experience L1 Application Analyst.
- The ability to think logically.
- With a good memory of how software and operating systems work.
- Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution.
- The ability to work well in a team and strong problem-solving skills.
- A strong customer focus and with the ability to prioritize your workload.
**Job Types**: Full-time, Permanent
Pay: RM3,000.00 - RM3,500.00 per month
**Benefits**:
- Health insurance
Schedule:
- Fixed shift