Application Tech Support Practitioner

We are looking for an Application Tech Support Practitioner to provide voice-based service desk support and manage service desk operations. The role involves client interfacing, issue resolution, and ensuring top-tier system performance. Candidates should have a strong understanding of IT operations and a passion for delivering excellent client service in a dynamic environment.

Roles and Responsibilities:

• Provide service desk voice support and engage with clients to understand and resolve issues
• Manage daily service desk operations to ensure high system performance and availability
• Utilize problem-solving skills and product knowledge to identify and implement effective solutions
• Maintain strong and professional communication with clients, ensuring ongoing satisfaction
• Interpret technical issues and propose resolutions based on service desk best practices
• Work within a ticketing system to track, document, and resolve incidents and requests
• Support IT operations functions including incident, problem, and change management

Professional and Technical Skills:

• Must have experience in service desk voice support and service desk management
• Knowledge of ITIL framework and best practices (good to have)
• Familiarity with ticketing systems such as ServiceNow or Remedy
• Strong verbal and written communication skills
• Ability to multitask and prioritize in a fast-paced support environment
• Basic understanding of cloud technologies (good to have)