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Job Description

Nakisa has developed top of the line solutions used by the Fortune 1000. Our clients trust that we will provide a solid solution and outstanding support therefore this role is essential for Nakisa to continue to exceed clients' expectation. As an Application Support Analyst – Level 1 at Nakisa, you will ensure optimal performance of the application and effective problem resolution. Calling on your understanding of web technologies and overall technical savviness, you will be an integral part of a team built on passion and excellence.

Responsibilities

  • Logs incidents and requests accurately
  • Provides first line investigation and diagnosis of incidents and requests
  • Troubleshoots moderate to complex issues and requests as they relate to client technologies
  • Troubleshoots the cause of problems, not just the symptoms, taking action to prevent problems from recurring
  • Resolves issues in the prescribed time limits; otherwise escalates to appropriate level 2 personnel and follows standard operating procedures as agreed upon with the client regarding ticket ownership
  • Participates in efforts to continuously improve Level 1 performance in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer satisfaction
  • Adheres to corporate policies and defined service level agreements
  • Helps to maintain a knowledge-base by documenting known errors, workarounds, procedures, and application specific information
  • Reports status, issues, and timelines to management staff for critical issues being worked
  • Provides coverage for all modes of communication: chat, e-mail and messages on tickets
  • Participates in required training for both technical and interpersonal skill

Qualifications

  • Familiarity with Microsoft Office
  • 1-2 years of experience in QA, Software Development or Technical Support field
  • Solid working knowledge of the Windows 10 Operating System
  • Good written communication skills
  • Problem solving and troubleshooting aptitude
  • Bachelor’s degree in Computer Sciences or related field

Asset

  • Full familiarity with web application usage (Prior knowledge of any online support ticketing system)
  • Previous IT Call Center Experience
  • Customer support and services knowledge

Job Details

Functional Area:
Total Positions:
1 Post
Job Shift:
Second Shift (Afternoon)
Job Type:
Full Time/Permanent
Job Location:
Gender:
No Preference
Minimum Education:
Bachelors
Degree Title:
BS (CS)/BS (IT), MCS or equivalent
Career Level:
Entry Level
Experience:
1 Year - 2 Years
Apply Before:
Jun 01, 2019
Posting Date:
May 02, 2019
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Nakisa Solutions (SMC PVT) Limited

Information Technology · 101-300 employees - Lahore

Nakisa® Inc. is a leading Org and Talent Management software company, providing the world's largest organizations with the ability to visualize and maintain accurate HCM data, confidently execute organization design, devise harmonized succession and career plans, and engage a highly productive workf ...Read More