Application Support Analyst

5 days ago


Mandaluyong City, National Capital Region, Philippines Surbana Consultants Pte Ltd – Kingdom of Saudi Arabia (KSA) branch Full time

Job Summary

The Application Support Analyst will provide quality front-line application support to the business, ensuring that all issues are resolved efficiently and effectively. This role will assist in coaching and mentoring junior team members to achieve performance standards and metrics, and will respond to telephone calls, personal requests, and emails requesting help relating to access to SJgroup.

Main Responsibilities

  • Act as Officer-in-Charge in the absence of the Senior Analyst and Helpdesk Team Lead.
  • Provide front-line application support to the business, including responding to telephone calls, personal requests, and emails.
  • Identify critical system and network issues, escalate, and liaise with senior analysts or technical support until resolution.
  • Maintain relevant information in the SJGroup Ticketing application.
  • Prepare guides and documentation on application support issues.
  • Participate in system testing, UAT, and implementation process for enhancements and issue resolutions.
  • Ensure Service Level Agreement and Standard Operating Procedures are met.

Desirable Qualifications and Skills

  • Bachelor's/College Degree in IT-related field.
  • Minimum 5 years of experience in technical support environment.
  • Excellent communication skills, problem analysis, and resolution skills.
  • Strong customer service experience and focus.
  • Good working knowledge of Active Directory, Exchange, and Office 365.


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