Business Application Support Specialist
7 days ago
Overview:
**Responsibilities**:
Specific responsibilities for this role include, but are not limited to:
- Manage IT support tickets (e.g., Incidents, Requests, Problems, Change Requests) within the agreed service levels.
- Ensure that the GGL IT Team exceeds customer expectations and escalate issues as appropriate to senior engineering teams, where assistance is needed.
- Maintain effective and regular communication to ensure that end users are always kept updated on all their logged tickets.
- Focus on continuous improvement and enhancements by trying to resolve recurring IT incidents permanently as part of effective problem management with the use of automations.
- Demonstrate flexibility, proactiveness, and willingness to solve all IT needs as requested.
- Adhere to governance and compliance processes and policies, i.e., ISO, SDLC, Change control process, and GG IT policies and processes.
- Manage vendor relationships through monthly reviews and SLA management.
- Manage technical risks logged to the Application Services team.
- Work as part of a team on projects adhering to priorities and timelines.
**SKILLS COMPLEXITY AND CREATIVITY**
- Willingness to work in a team and learn from others
- Ability to manage multiple deadlines and perform under pressure
- Ability to analyze complex processes and systems and document accurate system requirements
- Application management (Administration, Problem analysis, support, deployment & training)
- Strong communication and interpersonal skills
- Flexibility and willingness to be involved in a variety of tasks with the ability to manage a varied workload and deal with conflicting demands
- Creativity, a can-do attitude, and self-motivation
- Ability to work effectively under pressure and manage stress
- Manage the expectations of multiple project stakeholders
- Understanding of network infrastructure and information security
- Understanding of Active Directory, Microsoft Management Suites like Intune, End Point Protection; Multi-Factor technologies like Okta and Windows Desktop Operations
- Effective written and verbal communication skills
- Ability to multi-task and deliver effective feedback to various stakeholders
**BEHAVIOURS**
- Display Company Values (Boldness, Togetherness, Authenticity)
- Boldness - Making bold decisions, being passionate and creative
- Togetherness - Being collaborative and working as a team to succeed as one
- Authenticity - Being honest and transparent with each other
Qualifications:
- Preferably a certification or diploma in IT Information Systems
- ITIL Foundation
- Understanding of server software, hardware, databases, and configurations
- **_Equal Opportunities Statement_**
- Games Global is committed to fostering a diverse and inclusive work environment. We are an equal opportunity employer and welcome applicants from all backgrounds, experiences, and communities. We do not discriminate based on race, colour, religion, gender, sexual orientation, age, national origin, disability, neurodiversity or any other protected status. Our dedication to promoting diversity, multiculturalism, and inclusion is clearly reflected across all our teams. Join us and be a part of an organisation that is truly committed to creating a level playing field for everyone._
- Kindly be aware that in order to be employed at Games Global, you need to be 18 years of age or older, in accordance with our industry requirements._
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