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تفاصيل الوظيفة
About the Role
Al Khozama Investment is seeking an Application Support Specialist to serve as the primary point of contact for all software-related needs within the company. This full-time role involves providing comprehensive user support, troubleshooting complex application issues, and ensuring the smooth operation of the company's application landscape.
Role Purpose
The Application Support Specialist plays a vital part in enabling the workforce by ensuring seamless day-to-day operations across all company applications. This involves addressing user inquiries, resolving technical problems, and maintaining system functionality to support business processes effectively.
Key Responsibilities
- Provide comprehensive user support across all departments, offering prompt assistance for application-related issues and questions.
- Diagnose, analyze, and resolve technical problems, including login errors, permission issues, application bugs, workflow disruptions, and data discrepancies.
- Manage support requests efficiently through the IT service management ticketing system, ensuring prioritization, investigation, and resolution within established SLAs.
- Guide users on best practices, software functionalities, and proper data entry to minimize recurring errors and maximize application adoption.
- Coordinate with internal IT teams and external software vendors for deep-code fixes, system patches, or specialized technical intervention.
- Handle user onboarding and offboarding tasks, configure role-based access permissions, and maintain user profiles across various platforms.
- Create and update troubleshooting guides, FAQs, and standard operating procedures (SOPs) for the internal knowledge base.
Key Performance Indicators
- SLA Compliance
- Ticket Resolution Rate
- First Response Time
- Average Resolution Ticket Backlog
- First Contact Resolution
- Critical Incident Response and Resolution
- Application Availability
- Recurring Incident Reduction
- Vendor Ticket Follow-Up
- User Satisfaction
- UAT Completion
- Change Success Rate
- Documentation Compliance
- Access Request Compliance
- Security & Audit Findings
- Application Monitoring
- Knowledge Base Contribution
- Improvement Initiatives
Experience Requirements
Candidates should possess 2-5 years of relevant experience in application support or a similar technical role.
Work Type
This is a full-time position.
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