🏋️‍♂️Responsibilities:

• Reporting to Regional Service Delivery Manager supporting Asia IS&T Service Desk program;
• As a key person for second-level technical escalation point for Service Desk agents. The Application Support Specialist (L2) will diagnose/investigate/resolve level 2 business application incidents and take ownership of business application incidents to ensure coordination of resolving parties, effective communication to stakeholders and post-incident review;
• Escalate incidents to business application experts (L3), and collaborate with them on resolution;
• Develop standard procedures for responding to Business Application incidents, with help from Business Application expertise (L3);
• Outline scripts for Service Desk agents to follow when communicating with users and stakeholders about business application incidents;
• Make sure, all the said processes are reviewed and updated regularly (automate wherever possible);
• Make sure all team members have access to the training guides;
• Use of incident management tool to track, monitor and support the incident response;
• Maintain Application Support Specialist (L2) knowledge database;
• Manage application access rights;
• Train and provide knowledge transfer to Service Desk agents and proximity.
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