Support Analyst
Support and Solutions Center MK
/job-details/9822
Support and Solutions Center MK is a company working with large international clients, providing a range of services in administration, customer service, accountancy, IT, engineering, and more. We are an administrative logistic center serving prominent international clients in the plastics, iron & steel, paper, tires, general cargo, commodities (cacao and coffee), wood, and transport sectors. Working in this dynamic environment provides excellent opportunities for job satisfaction, as it entails engaging with our global subsidiaries and maximizing operational efficiency for our clients.
We are looking for enthusiastic new colleagues to join our CAPPS Support Team in the role of IT Support Analyst.
You will join a team that provides high-quality 1st level support for a business-critical application used across our global organization. You will be responsible for handling user inquiries, analyzing incidents, troubleshooting issues, following established procedures, and ensuring timely resolution of requests through our support processes.
As part of the CAPPS team, you will work closely with business users, application specialists, developers, and project teams to support day-to-day operations and contribute to continuous improvement initiatives. This role offers an excellent opportunity to develop both your business process knowledge and technical skills in an international environment.
You will receive extensive training and mentorship to become an application support professional.
Activities:
·
Accurately identify and categorize user incidents and service requests through support tools and determine the most appropriate solution.
·
Monitor, update, and follow up support tickets to ensure timely resolution.
·
Provide first-line support and functional assistance to end users.
·
Accurate and timely escalation of problems to specialist support teams.
·
Correct identification of the cause of the problem and determination of the most suitable solution.
·
Follow up with different stackeholders to ensure that the issue has been resolved.
·
Create and follow-up request for change when user asks new features to the application.
·
Support user acceptance testing and regression testing activities.
·
Prepare and maintain application documentation, training materials, and user manuals.
·
Assist with application deployments, upgrades, and hyper-care activities.
·
Collaborate with business stakeholders to understand requirements and support operational needs.
·
Participate in project activities and application rollouts when required.
·
Follow onboarding procedures, training plans, tutorials, and knowledge-sharing sessions.
·
Occasional international travel for training and project activities may be required.
Profile
· Bachelor/master’s degree or equivalent by experience.
· Strong organizational, analytical, and decision-making skills.
· Excellent communication and interpersonal skills.
· Experience with ERP systems.
· Experience with BPMN and UML.
· Experience analyzing data and troubleshooting application issues.
· Previous experience in ICT user support, service desk, or customer service is considered an asset.
· Familiarity with Microsoft 365 applications is considered an asset.
· Express yourself fluently in both spoken and written English.
· Customer-focused attitude with a willingness to help users and document business requirements.
· Collaborative approach and ability to work effectively within a team.
· 5+ years of experience.
Offer
· A challenging job with a lot of variety and future in a fast-growing dynamic company with a no-nonsense corporate culture.
· A competitive salary according to knowledge and experience.
· Hybrid work (3days office, 2 days remote).
· Team lunches every Friday.
· Team building events on a regular basis.
· 13th full salary end of year.
· Full health insurance.
If you see yourself as a person who could be a valuable part of our team, don’t hesitate to apply Applicants.MK@ssc.mk (Application: Email CV with subject “Support Analyst”). Please send us your CV in English.
We are looking for enthusiastic new colleagues to join our CAPPS Support Team in the role of IT Support Analyst.
You will join a team that provides high-quality 1st level support for a business-critical application used across our global organization. You will be responsible for handling user inquiries, analyzing incidents, troubleshooting issues, following established procedures, and ensuring timely resolution of requests through our support processes.
As part of the CAPPS team, you will work closely with business users, application specialists, developers, and project teams to support day-to-day operations and contribute to continuous improvement initiatives. This role offers an excellent opportunity to develop both your business process knowledge and technical skills in an international environment.
You will receive extensive training and mentorship to become an application support professional.
Activities:
·
Accurately identify and categorize user incidents and service requests through support tools and determine the most appropriate solution.
·
Monitor, update, and follow up support tickets to ensure timely resolution.
·
Provide first-line support and functional assistance to end users.
·
Accurate and timely escalation of problems to specialist support teams.
·
Correct identification of the cause of the problem and determination of the most suitable solution.
·
Follow up with different stackeholders to ensure that the issue has been resolved.
·
Create and follow-up request for change when user asks new features to the application.
·
Support user acceptance testing and regression testing activities.
·
Prepare and maintain application documentation, training materials, and user manuals.
·
Assist with application deployments, upgrades, and hyper-care activities.
·
Collaborate with business stakeholders to understand requirements and support operational needs.
·
Participate in project activities and application rollouts when required.
·
Follow onboarding procedures, training plans, tutorials, and knowledge-sharing sessions.
·
Occasional international travel for training and project activities may be required.
Profile
· Bachelor/master’s degree or equivalent by experience.
· Strong organizational, analytical, and decision-making skills.
· Excellent communication and interpersonal skills.
· Experience with ERP systems.
· Experience with BPMN and UML.
· Experience analyzing data and troubleshooting application issues.
· Previous experience in ICT user support, service desk, or customer service is considered an asset.
· Familiarity with Microsoft 365 applications is considered an asset.
· Express yourself fluently in both spoken and written English.
· Customer-focused attitude with a willingness to help users and document business requirements.
· Collaborative approach and ability to work effectively within a team.
· 5+ years of experience.
Offer
· A challenging job with a lot of variety and future in a fast-growing dynamic company with a no-nonsense corporate culture.
· A competitive salary according to knowledge and experience.
· Hybrid work (3days office, 2 days remote).
· Team lunches every Friday.
· Team building events on a regular basis.
· 13th full salary end of year.
· Full health insurance.
If you see yourself as a person who could be a valuable part of our team, don’t hesitate to apply Applicants.MK@ssc.mk (Application: Email CV with subject “Support Analyst”). Please send us your CV in English.
