Application support specialist

Alfa Medical Group

Job Purpose

responsible for providing technical support and troubleshooting assistance to users of various business software applications. This role acts as the primary point of contact for application-related inquiries, incidents, and service requests. The Application Support Specialist works closely with the IT department, application owners, and end-users to ensure optimal application performance and user productivity.

Technical Accountabilities

• Responds to user requests and inquiries related to business applications in a timely and professional manner
• Analyzes and diagnose application issues, determine root causes, and implement appropriate solutions
• Escalates complex or unresolved problems to the appropriate application owners or IT teams
• Provides end-user training and guidance on the proper use of business applications
• Maintains thorough documentation of all support activities, including incidents, resolutions, and user interactions
• Collaborates with application owners and developers to identify and implement improvements to applications
• Participates in the testing and deployment of application updates and new releases
• Monitors application performance, identify potential issues, and recommend preventive measures
• Stays up to date with the latest features, functionalities, and best practices for supported applications
  
  

Measures

• Response time
• Average Waiting Time per Issue User (SLA)
• Software & hardware asset Utilization rate
• NPS
  
  

Communication and working relationships

Daily verbal/ written/ phone communication with all internal concerned Staff.

Job latitude / decision making authority

Works within defined policies procedures and work processes.

Knowledge, Skills And Abilities (KSA's)

• Bachelor's degree in computer science, Information Technology, or a related field, or equivalent work experience
• 2-3 years of experience in application support or helpdesk/service desk roles
• Proficient in the use and troubleshooting of various business applications (e.g., CRM, ERP, collaboration tools)
• Strong analytical and problem-solving skills with the ability to identify and resolve complex issues
• Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users
• Experience in training and providing end-user support
• Familiarity with software development life cycle and change management processes
• Knowledge of IT service management principles, including incident and problem management
• Ability to work independently and as part of a team
  
  

Competencies

• Adaptability
• Customer Centricity
• Quality Orientation