Application Support Consultant

Job Description: Instituting corrective actions by completing accurate and complete Project tickets and ensuring developers understand fully what changes are to be carried out.Supply ongoing applicable system training to fellow Service Desk consultants when required to do so and supply signed-off training sheets.Assist consultants with applicable calls escalated to yourself.Active involvement in managing two-way communication between ourselves and the relevantAccount ManagersProviding application support to users - Answer, resolve, and log in-bound customer calls, identify issues and provide suggestions and long-term resolutions.Investigate and analyse system issues to determine cause of issues and appropriate corrective actionReview and recommend continuous improvement of the systems and support processes.Document technical information and processes for existing and newly developed functionality.Provide clear, professional, informative, and appropriate communication to colleagues,customers, suppliers via telephonic, email, Skype, and Team ViewerSelect and explain the best solution to solving the clients query, whether it be general systemusage, or higher-level queriesEscalate new feature requests and bugs, and assist the development team in diagnosing and testing the issue(s)Deconstruct client issues and analyze the various solutions via various communication channels.Effective and accurate logging, updates and closure of service desk calls and monitoring time targets of outstanding callsContinuous self-development and on-going training on the current application functionality and new functionalityJob Requirements: B Com /Information System HonsKnowledge and /or exposure to IT/Accounting systemsExperience of supporting of computer systems in a customer facing support environmentMinimum of 2 years experience in similar positionAnalytical and problem-solving skillsStrong coaching and mentoring skills including ability to provide effective training.Exceptional communication and people skills, including good written skills.A valid drivers license will be advantageous.Willingness to travel nationally for projects when required.Ability to work in a team environment.An understanding of the software development environment will be an added advantageExperience of database systems, reporting and query tools & IT in general.