SummaryThis role is a more Senior part of the IT internal Application Support team with the task of supporting the internal ERP Applications or other core Applications which are sitting with IT. Manages incidents and requests through to completion, escalating and communicating with internal and external parties as needed.What you'll doAct as the first point of contact for all user support related queries regarding the core ApplicationsResponsible for resolving & escalating user request ticketsIn charge of the inventory of all the Applications used in the company as well as regular check of Active and Inactive Applications in the companies internal Ticket/Asset Management toolResponsible for taking internal and external calls from the users regarding Application related incidents or service requestsEnsure proper documentation, notification, escalation, tracking & follow up of all incidents/ service requestRegularly provide statistical reports about support cases and incidents, review issues & propose corrective actionsLevel 2 support for all IT internal Applications (L1 support when no Application Specialist in the team or deputizing)Look for opportunities how to proactively improve the customer service and internal processes by identifying repeat issues or service risks and aid in preventionTake lead role on projects and extended tasks but also supports if the Application Specialist is not availableSupport the Manager with some high priority tasks or difficult customersSupport Business with communication of changes for existing or new ApplicationsWhat you'll needDiploma in Computer Science, Information Technology or relevant disciplineAt least 5 years' experience in user support focus on Application SupportExperience in PLMStrong problem solving and system troubleshooting skillsTechnically proficient in Microsoft Office and use of Ticketing SystemsGood command of written and spoken EnglishGood interpersonal and communication skillsCapability to work under pressure & fast pace environmentWhat you'll receiveWe are dedicated to fostering a family-friendly culture and work environment. We are an equal opportunities employer and welcome applications from all candidates with the required skills and experience. We enable fair pay within the company by creating non-discriminatory salary systems. Working at Lidl & Kaufland Asia is rewarding, in every sense, because we give you the training to succeed in your role and plenty of opportunities to progress your career here. We are accredited as a Fair and Progressive employer by the Tripartite Alliance for Fair and Progressive Employment Practices (TAFEP).Market Leading Remuneration Package:Annual wage supplement and discretionary bonusLife InsuranceMedical InsuranceSupportive Environment:Out of Office leave for important appointmentsIn-house training coursesTraining sponsorship schemeWork-life Balance:5-day weekCompetitive Annual LeaveCharity, Community and Sporting EventsIf you are not invited for an interview within 4 weeks, we regret that your application was not suited to this vacancy.For more company information, please feel free to visit: http://www.lidl.asiaPersonal data collected will be used for recruitment related purposes only and will be destroyed after 12 months.LocationLidl & Kaufland Asia Pte. Limited | Singapore — 19911.2 km30 Pasir Panjang Road 12-31/32 Mapletree Business City117440 SingaporeContract Type: Full TimeEntry Level: ExperiencedITReference no: 492086
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