Role responsibilities

• Log and record the requests raised via phone call/email for clients and team members.
• Within own area of competence, and following agreed procedures, investigates issues and other requests for support and determines appropriate actions to take.
• Work is allocated via a Team Leader.
• Also potentially participates in providing Service Desk phone coverage.
• Within own area of competence, provides correct responses to requests for support by means of for example: making modifications to system parameters, developing work-arounds or site-specific enhancements, reconfiguring systems, changing operating procedures, producing additional documentation, or escalating requests to systems development staff.
• Ensures all work is carried out and documented in accordance with required standards, methods and procedures.
• Monitors progress of requests for support and ensure users and other interested parties are kept informed.
• Takes corrective action to avoid or minimize delays.
• Ensures that requests are handled according to agreed procedures.
• For all requests that cannot be resolved, provides an effective interface between users and service providers supplying all necessary diagnostic information.
• Uses judgment to set priority for resolution, monitor progress and apply escalation procedures for problems not progressing satisfactorily.
• Provides detailed personal advice and guidance to all users in the effective use of systems, products and services available to them; demonstrates ingenuity in applying knowledge to non-standard situations.
• Proposes, discusses and evaluates potential solutions with service providers and implements agreed field modifications or workarounds as directed.
• Liaises with systems development staff on the development of software improvements to overcome known problems or further fulfil user requirements.
• Plans and organizes own work effectively.
• Undertakes assignments in a systematic manner.
• Perform defects testing and assist QA team on software testing where required.
• Work on the Support Hotline as per rostered hours (after a qualifying period).
• Willing to work on shift

Shift work :

• 7:00 AM. - 4:00 PM.
• 4:00 PM. - 8:00 PM. (On call)
• Sunday (On call) : 11:00 AM - 8:00 PM. (Rotate)

Experience

• Bachelor's Degree in Computer Engineering/ Computer Science/ Mathematics or related field.
• 1-2 years’ experience in application support role.
• For 1-2 years in financial application support would be an advantage
• Have a good knowledge of Mutual Fund/Unit Trust will be a plus
• Excellent written and verbal communication skills as will be required to support Global client base.
• Possesses strong inter-personal skills, especially in handling contacts of all types and at all levels.
• Have an experience of API, SQL, Oracle, any Application server and Databases