Application Support Analyst - Global Information Services
Taguig City, PHILIPPINES IT development
Job description
JOB DESCRIPTION:
The Application Support Analyst role is responsible for the provision of first level support to Abbott Rapid Diagnostics (ARDx) users globally in the key applications used within the business.
The role holder will be required to open, track, triage and resolve (where possible) ITSM tickets, effectively manage issue hand off to the relevant second / third line support teams along with providing status updates back to the customer.
Essential Duties and Responsibilities (Key Activities):
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Carries out duties in compliance with established business policies and procedures.
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Demonstrates commitment to the development, implementation and effectiveness of applicable Quality Processes as per ISO, FDA, and other regulatory agencies.
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Responsible for exhibiting professional behavior with both internal/external business associates that reflects positively on the company and is consistent with the company’s policies and practices.
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Responsibility to understand and maintain awareness of the quality consequences which may occur from the improper performance of their specific job.
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Perform other duties and projects as assigned.
Administrative and Technical:
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Basic to intermediate application support to all ARDx employees (Including third party contractors and consultants).
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Manage tickets in the current service desk system and ensure timely resolution of issues or escalation to proper resolver group for additional support.
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Identification and escalation of Priority 1 (P1) Issues.
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Research, resolve and respond to incoming questions in a timely manner specified within the SLA and OLA.
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Establish a strong working relationship with the various Application Support Teams.
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Provide escalated support for enterprise application related issues.
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Escalate and Dispatch problems to support personnel when appropriate via documented escalation procedures.
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Assist in the development of documentation and knowledge base, including appropriate policies and procedures for training and support programs.
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Assist in the assessment, determination and documentation of customer requirements for services provided by GIS.
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Provide telephone support for issue capture.
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Abide by all GIS Policies and Procedures pertaining to security of data, the network and its applications, proper account access and management, and general Standard Operating Procedures.
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Undertake any other duties reasonably requested to meet business needs.
Functional/ Technical Skills:
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Experience in providing customer service in a service desk style environment
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Able to learn new processes quickly and an ability to keep knowledge and skills up to date.
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A basic understanding of the following technologies: Windows Operating Systems (XP, 7, Server 2003/2008/2012); Microsoft Office software (Outlook, Word, Excel, PowerPoint); Experience of troubleshooting IT and application related issues; Sarbanes Oxley (SOX) compliance knowledge; Computer Systems Validation (CSV) awareness; ITIL framework knowledge.
Dimensions – Education / Experience / Skills:
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Preferably with college degree specializing in IT and Computer education or 3-4 years of equivalent/relevant IT experience
Internal
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3 months tenure in ARDx PH with IT / technical support or technical background
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Consistent above average performance rating
External
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3 years’ experience as a Service Desk Analyst, Desktop and/or Technical Support Analyst, IT Support Specialist or System Administrator
The base pay for this position is
N/A
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:
IT Operations
DIVISION:
GIS Global Information Services
LOCATION:
Philippines > Taguig City : Five/Neo Building
ADDITIONAL LOCATIONS:
WORK SHIFT:
Standard
TRAVEL:
Not specified
MEDICAL SURVEILLANCE:
Not Applicable
SIGNIFICANT WORK ACTIVITIES:
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)