Level 2 Application Support Analyst (AU Education, Hybrid)
ConnectOS, Philippines
Job Description
Contract: Until December 31
Salary: P80,000 to P120,000 (Monthly Package)
Schedule: Monday Friday (08:30 AM - 05:30 PM AEST)
What are we looking for?
Skills Required:
- Experience in delivering Level 2 support within IT service desk teams.
- Good understanding of the ITIL framework and principles.
- Knowledge of cybersecurity principles and best practices, such as authentication, authorization, encryption, and security protocols
- Exposure to Azure Functions, Azure Logic Apps, Azure Event Grid and Azure Service Bus.
- SQL experience in writing SQL code.
- Knowledge and experience in developing, analyzing, testing, installing, and maintaining a wide range of software programs and applications.
Nice to Have:
- Strong customer service focus.
- Self-starter with ability to work independently.
- Strong time-management skills, including working effectively under pressure.
- Strong critical thinking and analytical skills for driving process improvements.
- Strong verbal and written communication skills, with ability to prepare concise reports.
What will you do?
Service Delivery
- Ensuring the IT Applications function provides high quality customer service to all users.
- Ensuring incidents and service requests are managed and resolved within agreed SLAs.
- Managing escalations from IT ServiceDesk Level 1.
- Use Account Management related to onboarding/offboarding of staff amp; contractors ensuring compliance with ITS policies.
- Identifying fit-for-purpose solutions to resolve customer issues in consultation with senior members of the ITS team.
- Identifying opportunities for continuous improvement of the ITSM platform and processes to drive operational efficiencies.
Process
- Follow ITIL framework for management of incidents, problems, changes, and requests.
- Follow the IT methodologies, policies, procedures, and guidelines, e.g. User provisioning, Equipment and Software purchase etc.
- Assist in the developing and maintaining processes, procedures, and user-guides for customers and team members.
- Ensure all assets and equipment are recorded and tracked in the IT Asset Register.
Technical Support
- Provide application support for ITamp;S products and services to defined service levels.
- Log, categorise, prioritise, and diagnose incidents.
- Escalate incidents for resolution when appropriate.
- Provide on-call or after-hours support to new applications as required.
- Monitor the performance and availability of applications, promptly identifying and addressing potential issues to ensure uninterrupted service.
- Creation and maintenance of support documentation, user guides, and knowledge base articles to empower users and streamline support processes.
- Identify opportunities for process improvement, automation, and efficiency gains in application support and management.
Join the awesome team and enjoy these benefits amp; perks:
- Hybrid Work Setup
- Competitive salary package
- Financial Assistance Program
- Complimentary Sleeping Quarters, Coffee at no cost
- Complimentary Office Fitness and Wellness Facilities at no cost
- Regular Company Events, Work Life Balance, and Career growth opportunities
- Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA
JOIN CONNECTOS NOW!
ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.
Our client is one of the largest specialist medical colleges in Australia and New Zealand. Thay are responsible for training, assessing, and setting standards for specialist anesthetist's and pain medicine physicians in Australia and New Zealand. They are a bi-national college and offer their programs on both sides of the Tasman. They work closely with governments, healthcare services, and communities in both countries and contribute to global health.
#ConnectOS #TeamConnectOS
Equal Employment Statement
Employment decisions at ConnectOS will be conducted without consideration of factors such as age’, race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.