Full-Time Application Support Specialist

• Supports establishing and respecting business rules and procedures.
• Drafts guidelines and procedural steps for system usage by the end-users.
• Provides corrective and perfective actions to maintain the standard operations and business processes.
• Documents changes and updates of the processes.
• Draft manuals and standard operating procedures of the Academy’s online system.
• Creates and periodically updates the digital content in systems upon request.
• Provides general support, assistance and training to the end-users related to using the application.
• Monitors the users registration and accounts approval.
• Provides support to EBCG Academy’s stakeholders on approval and rejecting of registrations, administration and management of accounts.
• Monitors and provides support in adding new curricula into the digital library according to the standard operating procedures.
• Provides general support, assistance and training to the end-users related to using the visualisations of the key performance indicators (KPI), analysis and reports of the EBCG Academy data.
• Provides users support in implementation of the courses, access and enrolment of participants for delivery of operational training programmes, specialised and leadership training.
• Provides general support and assistance to the end-users.

Responsibilities:

• Allocates the tasks received in the support mailbox.
• Gathers information about the issue or request.
• Determines the severity and priority of the issue.
• Verify that the request is valid.
• Assess each valid request, properly disseminate it to the appropriate staff and inform them accordingly.
• Provide basic troubleshooting and resolution steps to the customer, if possible.
• Create a new ticket in the service desk software and assign it to the appropriate technician or queue.
• Verify that the incident is resolved and close the issue.
• Notify the customer that the request has been fulfilled.

Specific acceptance criteria for tasks performed:

• Checks and classifies the requests in the support mailbox twice a day (08:00-10:00 and 16:00-18:00 CET, Mon-Fri).
• Ensures that all requests are responded to within the respective time limit.
• Correctly classifies and prioritizes at least 90% of incoming issues.
• Resolve at least 80% of technical issues independently.
• Escalates complex issues to higher-level technicians.
• Support services are effectively and efficiently delivered.
• Achieves a customer satisfaction rating of at least 85% through surveys or feedback.

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