Junior Application Support Analyst (Sp5) - Information Technology - Echannel
Capricorn Group Limited - windhoek, namibia
19 days ago
Junior Application Support Analyst (SP5) - Information Technology - eChannel
Listing reference: capgh_000265
Listing status: Online
Apply by: 29 September 2024
Position summary
Introduction
As a member of the IT eChannel platform, the Junior Application Support Analyst will provide first-line support on electronic channels including mobile applications, retail online banking platforms, and cellphone banking. The role will involve resolving support tickets, managing incidents, and ensuring that service level agreements (SLAs) are met. The individual will work closely with the senior support team to escalate complex issues and ensure continuity of service across all electronic channels.
Job description
KEY PERFORMANCE AREAS (KPAs)
The Junior Application Support Analyst duties include the following:
First-Line Support :
- Respond to support requests related to mobile apps, retail online banking, and cellphone banking platforms.
- Diagnose and resolve technical issues in a timely manner, providing efficient and friendly customer service.
- Escalate more complex or unresolved issues to second-line support or other relevant teams as required.
Ticket Management :
- Log, track, and prioritize support tickets using the companys service management tool.
- Ensure all tickets are managed and resolved within the agreed SLAs.
- Communicate regularly with customers and stakeholders on the status of their requests and resolutions.
- Ensure timely resolution of tickets in accordance with predefined SLAs
Internal Support :
- Provide technical support to internal users, ensuring a positive customer experience.
- Conduct basic troubleshooting for technical issues related to electronic channels.
- Document solutions and FAQs to assist users with self-service tools.
Testing & Test Case Development :
- Assist in developing and executing test cases on development changes
- Participate in regression and functional testing to ensure system reliability and performance.
- Log and document any issues or bugs identified during the testing phase, reporting them to the development
Collaboration :
- Work closely with the second-line support team and developers to understand issues and help resolve them.
- Collaborate with team members to share knowledge and improve processes.
Continuous Learning :
- Stay updated with the latest technology trends and updates in electronic banking platforms.
- Participate in training sessions to enhance knowledge of systems and support best practices.
Agile Team Responsibilities
Minimum requirements
CORE COMPETENCIES
QUALIFICATIONS
Experience/Knowledge & Skills