Software Helpdesk Support

SUMMARY:
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POSITION INFO:

Global Company is looking for a Helpdesk Support Consultant to give telephonic and remote support to their clients regarding their software applications.

The main purpose of the Helpdesk Support Consultant is to support and monitor the day-to-day performance of Business Applications in the client facing and internal space. Support includes analyzing integration flows, enhancements and responding to production issues and outages related to the application in a timely manner. The successful candidate should have the drive and ability to take the support item and run with it. You need to have the ability to work through and make logical sense of complicated and often illogical solutions and processes and think outside of the box. The ability to track and trace issues through various systems is required.

Requirements:

• Qualification is Software Development is essential.
• Software development experience is highly advantageous.
• Knowledge of software development lifecycle advantageous.
• Helpdesk exposure and experience is highly advantageous.
• An understanding of/the ability to read and debug code essential
• An understanding of different message formats advantageous

Duties:

• Support and maintain applications within the scope of the position
• Comply with standard processes and procedures
• Diagnose and analyse problems in a timely and professional manner
• Execute tasks received from management and team members when required
• Monitor all business application components to ensure high level of support to clients and meet or exceed client expectations
• Work closely with development teams to assist in incident resolution where applicable
• Build and maintaining relationships with key strategic partners, customers and staff
• Identify opportunities for process, systems and application improvements in a dynamic environment architected to solve problems and improve processes
• High degree of initiative, mature judgment, and discretion
• Good communication and organizational skills
• Excellent attention to detail and admin skills
• Excellent troubleshooting skills
• Ability to conduct and direct research into IT issues and products as required
• Ability to present ideas in business-friendly and user-friendly language
• Ability to follow processes and procedures as required by business
• Ability to work in a very fast paced, ever-changing environment.