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App Support Officer

It describes the role of Application Support officer in an organisation

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oludare popoola
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5 views

App Support Officer

It describes the role of Application Support officer in an organisation

Uploaded by

oludare popoola
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Job Description: Application Support Officer

Position Title: Application Support Officer

Job Summary:

The Application Support Officer is responsible for providing technical support


for business applications within the organization. The role involves
troubleshooting, resolving issues, performing routine maintenance, and
ensuring that software applications are functioning effectively. This position
also includes collaborating with internal teams, vendors, and end-users to
ensure seamless application performance.

Key Responsibilities:

1. Application Support & Maintenance:

o Provide day-to-day support for applications, ensuring they are


running efficiently and effectively.

o Troubleshoot, diagnose, and resolve software and application-


related issues.

o Perform routine system checks and ensure application


performance is optimal.

o Monitor application logs and error messages to prevent


downtime.

o Manage and resolve incidents reported by users within agreed


service level targets.

2. User Support:

o Offer technical assistance to users by answering queries and


guiding them on system functionality.

o Provide training and guidance to users for application usage.

o Ensure all user requests and incidents are logged and tracked
through the helpdesk system.

3. Application Testing & Implementation:


o Assist in the testing and deployment of application updates,
patches, and new versions.

o Coordinate and perform application changes or upgrades,


ensuring minimal disruption to operations.

o Collaborate with developers and vendors during the


implementation of new features or systems.

4. Collaboration & Communication:

o Liaise with internal departments and external vendors to resolve


complex issues.

o Ensure clear communication regarding application issues, status


updates, and resolutions.

5. Performance Monitoring & Reporting:

o Monitor the performance of applications and identify


opportunities for optimization.

Skills & Qualifications:

 Bachelor’s degree in Computer Science, Information Technology, or a


related field (or equivalent work experience).

 Proven experience in application support or IT support roles.

 Strong technical skills in troubleshooting software and hardware issues.

 Experience with application monitoring and issue tracking tools (e.g.,


ServiceNow, Jira, Zendesk).

 Knowledge of databases (e.g., SQL) and understanding of software


development processes is a plus.

 Strong analytical and problem-solving skills.

 Excellent communication skills and the ability to interact with both


technical and non-technical stakeholders.

 Ability to work under pressure and handle multiple priorities effectively.

 Familiarity with ITIL or other service management frameworks is a plus.


Working Conditions:

 Full-time position with the potential for occasional after-hours support,


depending on the needs of the business.

 Opportunity to work in a dynamic, fast-paced environment with cross-


functional teams.

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