CIC Application Support Analyst

📋 Description

• Provide frontline application support to customers via digital channels
• Log, manage, and triage incidents and service requests
• Analyze and troubleshoot customer issues using docs and KB
• Resolve cases or escalate to analysts/engineering as needed
• Conduct initial triage using knowledge articles and procedures
• Maintain accurate records of investigations and actions

🎯 Requirements

• Qualification in Information Technology, Business, or related discipline, or equivalent experience
• Experience managing customer support cases from logging to closure
• Strong customer service, active listening, clear communication
• Ability to choose appropriate communication method
• Experience using an IT customer support or case management system
• Understanding of service desk concepts, processes, and workflows

🎁 Benefits

• Flexible remote or hybrid options
• Inclusive, safe, welcoming environment
• Learning and development opportunities
• Days of Difference leave
• Opportunity to work with tech supporting public services
• Exposure to enterprise apps, databases, infrastructure, networking, and MS technologies