IT Application Support Officer

Allianz; Dubai; On-site; AED 70,000 - 110,000; Full time

Job summary

Allianz Partners in Dubai seeks an IT application support officer for the Italian business unit, focusing on supporting TATSH applications.

You will respond to end-users via email/phone, diagnose and resolve IT issues, and document resolutions in the knowledge base. Strong communication and ability to work in English, with Italian as a plus, are required. The role operates within an environment leveraging AI, data analytics and cloud-based tools.

Qualifications

• Minimum 2 years of experience in IT application support.
• Excellent communication and time-management skills.
• Proficiency in English; Italian is a plus.
• Ability to work with AI, data analytics and cloud tools.

Responsibilities

• Provide technical support for TATSH applications suite and respond to end-users via email or phone.
• Log, track, escalate incidents, and maintain knowledge base and activity reports.
• Promote customer service values and deliver timely resolutions.
• Participate in training on new technologies, procedures and customer service enhancements.

Skills

Application support

English proficiency

Italian language

Job description

As an IT application support officer, you will focus on supporting the Italian business unit related to the business application.

What you do

• Respond to the end-users via e-mail and/or telephone by providing technical support for TATSH applications suite
• Provide user support to ensure the effective and timely resolution of technical problems, keeping staff informed of the status of their request for support
• Identify, evaluate and prioritize end-users problems and complaints
• Analyze end-users problems and formulate plans of resolution
• Utilize all technical resources to solve reported problems
• Demonstrate and promote superior customer service in handling inquiries, problems, and complaints.
• Work with departmental staff to promote, develop, and maintain strong customer service values
• Recommends enhancements base on the received Support requests: Training for users, Enhancements on TATSH functionalities, communication materials (Users’ Guide, …)
• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
• Follow standard help desk procedures
• Log all help desk interactions
• Administer help desk software
• Redirect problems to appropriate resource
• Identify and escalation situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Advise user on appropriate action
• Document solutions to problems regarding standard IT applications and record them in the IT Knowledge Base
• Prepare activity reports
• Stay current with system information, changes and updates
• Perform additional duties as assigned by the manager

Who you are

• At least 2 years of experience in application support
• You can work in English and ideally in Italian
• You show strong communication, attention to detail, and time management skills
• You demonstrate strong problem solving skills and are able to work on multiple tasks in parallel
• You work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.

106481 | IT & Tech Engineering | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let's care for tomorrow.