Premium IT Application Support Specialist

Deloitte France; Cincinnati (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

Deloitte France is seeking a Technology Support Specialist to provide premium-level technical assistance to internal and external users. You will respond to inquiries, analyze and triage incidents, and log issues from identification through resolution using incident management software.

You will coordinate with development and infrastructure to resolve problems, follow established processes, document resolutions, and maintain knowledge articles.

Qualifications

• Bachelor's degree in information technology, computer science, or related field.
• 2+ years of experience as a Technical Application Support Analyst.
• Must have excellent written and verbal communication skills.
• Experience with incident tracking systems such as ServiceNow.
• Experience with MS Office suite.
• Experience working with end users (clients) to resolve their support incidents.
• Ability to work flexible shifts to include late night shifts, holidays, and weekends.
• Experience working successfully with onshore and offshore teams.
• Experience with SharePoint for building/ maintaining knowledgebase entries.
• Ability to prioritize tasks and flexibility to work on multiple assignments.
• Excellent customer service and communication skills.

Responsibilities

• Provide premium-level technical application support via email, phone, and chat to internal and external users.
• Maintain all application SLAs and respond to users via a ticketing system for incident management.
• Respond to end user support inquiries with a sense of urgency and triage/apply resolution.
• Log and track incidents/requests from identification through resolution in incident management software.
• Communicate with resources involved in resolution to ensure incidents are resolved and customer communication is complete.
• Collaborate with application development/infrastructure resources to resolve incidents/requests.
• Follow all internal processes and procedures within the Product Support team, including ticket handling and ticket management.
• Document resolutions and internal procedures and update knowledge articles.
• Create a positive customer support experience and build relationships through listening and problem solving.
• Mentor less experienced analysts to improve accuracy and efficiency.
• Provide after hours and on-call support as needed.

Skills

Excellent communication skills

Incident tracking

MS Office Suite

SharePoint

Flexible shifts

Education

Bachelor's degree in information technology, computer science, or related field

Tools

ServiceNow

MS Office

SharePoint

Job description

Deloitte France is seeking a Technology Support Specialist to provide premium-level technical assistance to internal and external users. You will respond to inquiries, analyze and triage incidents, and log issues from identification through resolution using incident management software.

You will coordinate with development and infrastructure to resolve problems, follow established processes, document resolutions, and maintain knowledge articles.