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Application Support Specialist Global IT(2nd Level)

Overall objective of the position:                                                                                       

The fundamental purpose of this position is to provide quality IT services to end-users and support staff in accordance with BDO Global IT service management processes, to agreed service levels.

In addition to serving as a point of contact for end-users and providing 2nd level application support to 1st and 2nd level support staff, this position delivers the efficient classification, prioritization and resolution of customer incidents & service requests.

 

Key accountabilities:

Performance and progress in the following areas will be the priorities for this position:

  • Support of incidents and service requests according to established IT Service Management (ITSM) processes and procedures, including:
  • Providing support and management of incidents and service requests according to established IT Service Management (ITSM) processes and procedures
  • Accurate recording of client and incidents details and troubleshooting progress;
  • Pro-actively identify potential issues and act on these in accordance with the established ITSM processes;
  • Resolution of incidents and service requests, sometimes using automated or standardized and documented resolution processes;
  • Provide support during late shifts and on-call outside office hours;
  • User on-boarding and exiting processes, including ICT asset issuing, training and recovery, as directed by the Lead Application Support Administrator;
  • Escalation of incidents and service requests to higher support levels or specialist support teams in accordance with established ITSM processes and SLAs;
  • Serve as an escalation point for incidents and service requests raised as an application champion for an assigned suite of line of business services.
  • Knowledge Management:
  • Creation of knowledge management records to document identified workarounds, known errors and related procedures;
  • Standardization and documentation of common procedures that cannot be easily automated, for execution by other resources or teams; training of team members in the use and execution of manual documented processes;
  • Automation of common procedures used to resolve Incidents and Change Requests.
  • Incident/Problem management
  • Monitoring of escalated incidents and service requests and liaising with support teams to drive issue resolution and enhance communication with the client

Qualifications, Experience, Skills:

  • 3-5 years’ experience delivering Information Technology support in a complex, professional environment
  • Fundamental knowledge of the ITIL framework and or/other IT Service Management methodologies; 12+ months’ experience working in an environment with processes based on the ITIL framework preferred, including:

    - delivery of services and support to defined service levels;
    - experience using IT Service Management systems.

  • Knowledge of MS Office productivity, communication & collaboration technologies (e.g. MS Office/Lync etc.)
  • Effectively demonstrate the ability to quickly acquire knowledge of the support of complex line of business applications and services
  • Effectively demonstrates teamwork, problem solving, initiative and integrity
  • Excellent English language proficiency and good interpersonal communication skills.
  • Knowledge of SharePoint front-end is a plus
  • Knowledge of SQL scripting is a plus
  • Knowledge of Encoding languages (i.e. JSON – Perl) is a plus

 

Key Stakeholders:   

The Support Specialist Global IT role needs to have strong working relationships with members of the BDO International IT Team, as well as the following external relationships:

  • Member Firms;
  • Contractors and suppliers;
  • Key vendors.

 

 

 

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