IT Applications Support Analyst - Troubleshooting

KAF Group; Kampung Malaysia Tambahan; On-site; MYR 40,000 - 60,000; Full time

Job summary

KAF Group is seeking an IT Applications Support Analyst to ensure smooth operation of business applications. The role covers incident and change handling, troubleshooting, and user inquiries with a strong customer focus.

Responsibilities include end-user support, root-cause analysis, deployments, monitoring, documentation, and user training. The candidate should have a IT-related degree and 1 year of experience, with ITIL knowledge and familiarity with ServiceNow/Jira.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 1 year of experience in technical support or application administration.
• Fresh graduates are encouraged to apply.
• Proficiency with enterprise applications, databases, OS, and networking fundamentals.
• Familiarity with ITIL and IT service management processes.
• Experience with ServiceNow or Jira and remote support.

Responsibilities

• Provide technical support for end users and resolve application-related issues.
• Troubleshoot and diagnose software and system problems, identifying root causes.
• Collaborate with internal teams and vendors to resolve complex issues, escalating as needed.
• Perform application deployments, installations, upgrades, and patches.
• Monitor application performance and system health to minimize downtime.
• Develop and maintain support documentation and user guides.
• Conduct user training and orientation sessions on applications.
• Assist with system testing and validation of new applications.
• Raise change requests and present deployments to CAB.
• Ensure SLAs are met with IT service management processes.
• Manage user access provisioning and security configurations.
• Enforce IT policies and best practices for application support.
• Work in shift and on-call to provide support.

Skills

Excellent communication

Customer focus

Problem solving

Team collaboration

Time management

Technical troubleshooting

Education

Bachelor's degree in Information Technology or related field

Tools

ServiceNow

Jira

Job description

KAF Group is seeking an IT Applications Support Analyst to ensure smooth operation of business applications. The role covers incident and change handling, troubleshooting, and user inquiries with a strong customer focus.

Responsibilities include end-user support, root-cause analysis, deployments, monitoring, documentation, and user training. The candidate should have a IT-related degree and 1 year of experience, with ITIL knowledge and familiarity with ServiceNow/Jira.