Application Support Analyst 2 at BET Software

You Bring:

• 2-3 years’ experience on an IT service desk.
• Preferred qualification in IT: Computer Engineering OR Software Programming (Degree or Diploma).
• Strong written and verbal communication skills.
• Good interpersonal skills and technical capabilities.
• Excellent problem-solving and attention to detail.
• Ability to multi-task in a deadline-driven environment and show initiative.
• Strong organisational skills and resourcefulness.
• High level of attention to detail and resilience.

What You’ll Do: 

• Serve as the second point of contact for customers seeking technical assistance over the phone, live chat, or email if this cannot be resolved by the first line of support.
• Ensure each individual complaint is properly dealt with, minimising financial and reputational damage.
• Holistically assess customer problems so areas of concern may be identified.
• Determine the best solution to the problem and the information provided by the customer.
• Walk the customer through the problem-solving process.
• Escalate an unresolved problem to the next level of support personnel immediately.
• Follow up on the escalation and ensure resolution.
• Ensure the customer is appropriately informed.
• Escalate when resolution does not occur within the agreed time.
• Manage the incident queue for escalation to the third-line support where necessary, including triage and re-prioritisation.
• Provide quick resolutions to app/system issues, driving stability, efficiency, and effectiveness.
• Maintain application systems that have completed development and are in the operations phase.
• Manage, maintain and support applications and their operating environments.
• Develop and maintain technical support documentation.
• Assess risk and impact of production issues/changes and escalate to the business and Development Teams.