Responsibilities :

• Single point of contact for Application issues
• Logging Incident and Service Request
• Create a template for answering questions
• Create Troubleshoot, FAQ up to date.
• Consulting with the software development team, internal users, and clients to improve application performance.
• Monitoring and Tracking status and the resolution of Incident, Problem and Service Request
• Keeping the user/requester informed on the status of their tickets
• Support user/requester via phone call or email and other
• Coordinate with Level 2
• Forward unsolved tickets to proper channel with agreed OLA and SLA
• Progress report weekly, monthly

Qualification :

• Bachelor’s Degree or higher in Computer Science, Computer Engineering, IT or related fields
• Minimum of 2 years of experience
• Must have basic knowledge of SQL and possess good logic
• Basic knowledge of application programming to help automate various internal tasks
• Good command of English will be an advantage
• Service-minded, strong interpersonal skills, and team player personalities