UT213 - Sr. Application Support Analyst

UT213 - Sr. Application Support Analyst

29 Apr
|
CSE Computer Solutions East Pvt. Ltd
|
Bangalore Rural

29 Apr

CSE Computer Solutions East Pvt. Ltd

Bangalore Rural

Roles and Responsibilities:



Computer Solutions East utilizes ConnectWise Manage, Sell and Automate to manage our day-to-day sales, marketing, and service operations. The Application Support Analysts role is to deliver support to end-users in the organization about how to use these various types of IT Service Management software programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting and working with ConnectWise to resolve issues for all internal customers. The Application Support Analyst is also responsible for assisting in the design, delivery, and improvement of in-house software applications training programs and related courseware.





Responsibilities



Strategy & Planning





- Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes.

- Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.



Acquisition & Deployment



- Conduct research into software application products and services in support of development and purchasing efforts.

- Provide support for the testing of new and existing software applications under development or consideration for purchase.



Operational Management



- Field incoming problem tickets from end users to resolve application and software issues.

- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

- Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.

- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

- Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

- Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.

- Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.

- Maintain and enhance performance of all new and existing software and applications across the organization.

- Identify and learn appropriate software applications used and supported by the organization.





Desired Candidate Profile



- B.Tech degree in the field of computer science, information systems, and/or 3+ years equivalent work experience.

- In-depth, hands-on knowledge of and experience with enterprise and desktop applications

- Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.

- Able to develop and interpret technical documentation for training and end user procedures.

- Knowledge of trends in technology relating to software applications.

- Experience with building and maintaining databases for query and problem tracking. In-depth, hands-on knowledge of and experience with enterprise and desktop applications

- Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.

- Able to develop and interpret technical documentation for training and end user procedures.

- Knowledge of trends in technology relating to software applications.

- Experience with building and maintaining databases for query and problem tracking.

- Working knowledge of IT Service Management programs, CRM applications

- Working knowledge of ConnectWise Manage, Sell and Automate a plus

- Working knowledge of ConnectBooster, BrightGauge, Scalepad,vCIO toolbox a plus

- Working knowledge of Microsoft Excel, PowerPoint





Perks and Benefits





Salary no bar for the for the right candidate.

The original job offer can be found in Kit Job:
https://www.kitjob.in/job/22358110/ut213-application-support-analyst-bangalore-rural/?utm_source=html

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