Analysts • philippines
INX Customers Position Overview.As an Application Support Analyst, you are responsible in the first instance for triaging, logging, and diagnosing incoming cases from customers via phone call, port...Show more
As a Hadoop Data Engineer, you will be responsible for designing, developing, and maintaining scalable data processing systems.You will work closely with data scientists and analysts to ensure data...Show more
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Solovis is a leading portfolio management and analytics platform helping institutional investors navigate today’s complex global markets with clarity and confidence.Backed by Insight Partners, we’r...Show more
As a Hadoop Data Engineer, you will be responsible for designing, developing, and maintaining scalable data processing systems.You will work closely with data scientists and analysts to ensure data...Show more
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GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE.DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.The role is responsible for the end-to-end preparation, a...Show more
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The Technology Operations Support Coordinator is responsible for working closely with the AGS Technology Analysts and the AGS Program Management Offices (PMO) teams to successfully support various ...Show more
GECO Asia Group of Companies, is a specialist IT Consulting Services company with headquarters in Singapore and two delivery centers in the Philippines.Kickstart Your Global Career – We’re Hiring! ...Show more
With Intelligence is a leading data and intelligence provider specializing in the asset management sector.We deliver high-quality insights and analytics, empowering clients to make informed investm...Show more
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INX Customers Position Overview
As an Application Support Analyst, you are responsible in the first instance for triaging, logging, and diagnosing incoming cases from customers via phone call, portal, or chat. Application Support Analysts are then responsible for resolving or escalating the case while ensuring that all stakeholders are updated through the lifecycle of the ticket to ensure a positive customer outcome. All Application Support Analysts are expected to develop a level of expertise in nominated products. Key Responsibilities
Act as the first point of contact for customers.
Triage faults as they are raised via chat, phone, or portal.
Correctly log and categorise tickets within the ticket toolset.
Adhere to Organisational Level Agreements (OLA's) and Service Level Agreements (SLA's) where applicable.
Resolve or escalate faults with resolver teams as required.
Develop and update documentation as a 'Secondary' on nominated products as directed by the Primary within the Application Support Matrix.
Comply with all departmental standards, policies and procedures and report to management any gaps or where you are unable to do so.
Undertake training and self-development as directed in line with professional development plan.
Any other duties as directed by departmental leads or managers.
Qualifications
Tertiary qualification in a technology related discipline is desirable but not essential.
ITIL certification desirable Experience
2+ years in an application support role or 3+ years with hands on experience using INX software preferably in an administrative capacity.
Strong verbal and written communication skills.
Customer outcome focused with proven customer service skills.
Ability to prioritise work and employ time management skills.
A solid understanding of IT Concepts, technologies, and terminologies.
Analytical problem-solving skills.
Ability to take initiative and work independently as well escalating issues when unable to resolve.
Competencies
Ticket Management and Customer Support
Technical Troubleshooting and Product Expertise
Escalation and Incident Management
Stakeholder Management and Collaboration
Strategic Planning and Scaling Support Operations Career Pathway
