Application Support Agent
Application Support Agent
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
EAMS Core
EAMS Integrated Applications
EAMS Interfaces
- Deliver EAMS support through the call logging platforms (SRA and OnKey Mailbox)
- Review classification and allocation of calls as they are logged
- Conducting initial first line support troubleshooting
- Escalate calls to other departments (Finance Group IT etc. ) as required. Alternatively escalate to second line support for further assistance
- Manage the users expectations and communication to the user until call resolution and closure
- Adhere to process governance and procedures for call management
- Schedule and conduct one on one user training or multiple user training sessions via Microsoft Teams or in person if required
- Assist with documenting user training manuals or updating as and when system changes are made
- Schedule and conduct client engagement sessions as a proactive measure to understand challenges experienced onsite
- Participate in other projects related to the EAM system under the guidance of superiors
- Participate and support superiors in basic system configuration and set up
- Produce statistics and reports as requested relating to EAM support calls
- Attend site visits with superiors as and when required
- Participate in new sales efforts including performing EAM system demonstrations
Other
- Respond to and action any reasonable request from Management.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
