Application Support Analyst at Accenture

Responsibilities:

• Keep up to date with different aspects of each new system and enhancement initiative, e.g. package functionality or module content;
• Communicate/ liaise with end-user community/client via the Call Centre to assist with the resolution of more complex requests;
• Develop and facilitate outbound communication e.g. user satisfaction surveys, outbound campaigns, status of requests and ad-hoc requests;
• Facilitate inbound communication via the Call Centre during peak hours;
• Build good relations with the users and other LOGIS project teams;
• Evaluate delivery methods and ensure continuous improvement i.e. by researching and sharing ideas on best practice in the Call Centre Service delivery;
• Maintain customer information on Remedy database;
• Give feedback to the other relevant teams and make recommendations for changes/enhancements to the package based on problem solving investigations;
• Work effectively as part of a team and seek to support the team’s goals;
• Ensure that relevant feedback is given to the first line (LOGIK 1st tier) team on solutions to enhance overall service delivery and shorten lead times; and
• Provide assistance and information to end-users who cannot access the LOGIS WEB-site.
• Provide backup to the 1 Tier Team during capacity shortfalls or peak periods
• Provide quick and efficient transfer knowledge to CRS’ either formally or informal

Qualifications
Education, Qualifications, Experience Necessary:

• Must have Information Technology related degree/diploma (3 years tertiary qualification).
• Must have 3 – 5 years relevant.
• Experience in Supply Chain Management or Accounting an advantage.