Application Support Analyst – Level 2

Level 2 Support is responsible for the detailed analysis and troubleshooting of functional / product queries escalated by Level 1 Support where you will accurately maintain logs, re-create issues, clearly communicate to customers and manage the escalation to Level 3. In addition, you will assist the Support Centre Manager as required with release prioritisation of bugs, review and publish knowledge base articles, and provide back-up to the Support Centre Manager and team.

The Role

In the role of Level 2 Support, you will be responsible across the following Key Result Areas (KRA’s):

Provide Level 2 Support and escalation to Level 3 / External Parties – this includes actively managing and maintaining all Level 2 logs including escalation to Level 3 (Development, IT Services, Business Analysts, Product Managers and or 3rd parties such as GDS, OBT and other integration partners), reviewing and maintaining log classification, prioritisation, workflow transition and ensures all examples, re-creation steps and alternate solutions are conveyed to the client.

Dispatch, Coaching, Knowledge Management – this involves actively dispatching all queries including assigning of technical priority and assignee, providing coaching sessions including live log handling and call listening with Level 1, creating and maintaining known issues / top call drivers and maximising efficiency of the support escalation processes.

Teamwork & Collaboration– outside the mechanics of this position is the responsibility to collaborate across the business to quickly reach an effective resolution for our customers, to request updates to learning materials and online resources and to contribute to knowledge base articles.

What YOU need

You have a MINIMUM of 5 years’ working experience in either a helpdesk/service role or travel agency/troubleshooting role with working knowledge of contact logging systems (JIRA or similar), windows desktop and MS Office technologies. Proven ability to troubleshoot and problem solve as well as working experience with prioritisation and Service Level Agreements. A degree in IT or software or similar qualification is favourable as is experience in using reporting solutions such as Business Intelligence applications.

Travel industry &/or accounting related software experience is highly desirable as is knowledge of tramada® or other mid office system along with exposure to GDS or OBE’s.

Are you ready to take the next step in your career?

Apply now!

We can’t wait to hear from you.