Description

This role handles tier 1 application support and manages the entire ticket lifecycle.

Responsibilities

• Handle tier 1 application support and manage tickets throughout the support process.
• Route tickets to appropriate personnel, ensuring correct assignment and prioritization.
• Provide metrics on ticket statistics and generate low-level reporting from various sources.
• Manage SLAs for tickets, ensuring timely resolution while maintaining service quality.
• Gather and present metrics related to application tickets for management review.

Required Skills

• Experience with ticket management systems and SLA management.
• Familiarity with Jiira.
• Proficiency in ServiceNow.
• Understanding of ticket prioritization.
• Knowledge of application support processes (not network/IT support).
• Ability to quickly learn internal third-party applications for tier 1 support.

Preferred Skills

• SharePoint administration, including configuration, customization, and usage monitoring.
• Experience managing system integrations within SharePoint.

Key Skills

Education

Any Graduate