Application Support Officer

Posted 3 months ago
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Contract types Permanent contract
Working time Full time

Our client is looking for highly motivated and result oriented Application Support Officer to join its international, multicultural and multilingual team in Malta

Overall Responsibilities:
To process, coordinate, monitor and track incident reports or service requests from inception to resolution of delivery within agreed service levels agreements. To plan, test, measure and improve the quality of the Bank’s Products being designed and developed using appropriate testing techniques and tools. To collate, measure and report the performance of IT projects and services.

Main Responsibilities:
To perform service management tasks as directed by the supervisor/manager;
To provide support to the Bank’s end users;
To ensure that all incidents and service requests from clients/end-users are handled promptly and effectively within agreed operational/service levels;
To provide clients/end-users pro-active guidance and advice to ensure effective use of IT resources and facilities made available;
To investigate and diagnose the root cause of an incident and devise solutions or workarounds to ensure that the effect on the operations is minimized;
To provide an effective interface between technical personnel and the clients/end-users in cases were the incident needs to be escalated;
To ensure that priority settings and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved;
To monitor the incidence, status and speed of resolution of reported incidents and service requests;
To proactively recommend changes to systems, products or services;
To demonstrate all features, installs and commissions desk-top systems, products, services and their upgrades;
To interpret technical manuals and documentation in consultation with clients/end-users and technical personnel;
To provide training to clients/end-users;
To perform tests of the new/existing software;

General Responsibilities:
To sit on committees and attend meetings when required and as directed and to take minutes accordingly;
To ensure a high quality/standard of work and service throughout;
To attend training as requested;
To perform any other duties that may be assigned from time to time.
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