Application Support Specialist

About the role

This is a contract position within the IT internal Application Support team, based in Singapore. You will support the company's internal ERP applications and other core applications held by IT, managing incidents and requests through to completion and escalating or communicating with internal and external parties as needed.

Key responsibilities

• Act as the first point of contact for user support queries on the core applications
• Resolve and escalate user request tickets, and take internal and external calls on application incidents or service requests
• Maintain the inventory of applications used in the company and regularly check active and inactive applications in the internal ticket/asset management tool
• Ensure proper documentation, notification, escalation, tracking and follow-up of incidents and service requests
• Provide regular statistical reports on support cases and incidents, review issues and propose corrective actions
• Provide Level 2 support for internal applications (Level 1 support when no Application Specialist is available)
• Identify repeat issues and service risks to proactively improve customer service and internal processes
• Lead projects and extended tasks, support the manager with high-priority tasks and difficult customers, and help communicate changes to business users

Required profile

• Diploma in Computer Science, Information Technology or a relevant discipline
• At least 5 years of experience in user support focused on application support
• Ability to work under pressure in a fast-paced environment and availability immediately or at short notice

Required skills

• Strong problem-solving and system troubleshooting skills
• Technically proficient in Microsoft Office and ticketing systems
• Good interpersonal and communication skills