Application Support Help Desk

A leader in the Aviation Industry is seeking to employ an Applications Support Help Desk to join their IT team. Selected candidate will be the first point of contact for customers seeking technical assistance over the phone or email and performs remote troubleshooting through diagnostic techniques and relevant questions.

• First-line support to solve application issues.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• End to End support on solutions involving developments.
• Helps and provides support to PM team in development projects (QA, testing, end users' trainings).