The Application Support Specialist role involves supporting Study Group applications and end user support requests under the supervision and guidance of the Application Support Manager (or similar role). The role responds to requests for support received via the Service Desk and will diagnose, troubleshoot and resolve application issues, as well as create support and process documentation as required.

Key Responsibilities:

Application Support

• Provide end-user support for all Study Group applications, and act as a point of contact and response for end-user issues.
• The tasks contained within this responsibility revolve around the use of a service desk system to prioritise and respond to issues, perform troubleshooting, provide support, and escalate issues when required.
• The described functions of the responsibility should be undertaken constantly and with a high priority. Response and resolution times are defined as SLAs and should be adhered to.

Learning Systems Administration

• To ensure end-users have consistent access and functionality across all learning systems, constant administration and monitoring is required. The monitoring of learning systems and infrastructure upon which they reside forms a core part of this responsibility.
• The administration component requires careful management of permissions and configuration changes while adhering to change control policies. Monitoring is undertaken using a variety of automatic and manual procedures via both hardware and software.

Incident and Change Management

• Assistance with IT critical incident communication.
• Communicate fully and effectively with colleagues throughout the incident lifecycle, ensuring that staff are updated at all stages of the incident.
• Assist with managing business communication regarding software change, downtime and upgrades.

Development and Knowledge

• Build specialist knowledge of Study Group’s applications.
• Document and share knowledge and best practise with other IT staff.
• Identify trends in application supports and recommend remedial action to address the trending topics and areas, continually improving the user experience and increasing the efficiency of the app support function.

Audit Compliance

• Working with the Application Support Manager (or similar), coordinate and assist with regularly scheduled audit activities, including privileged user access review, access appropriateness review

Governance

• Compliance to all relevant data protection, financial, taxation and legal requirements.
• Compliance to all relevant education sector requirements.
• Compliance to all Study Group policies and procedures.
• Champion Study Group’s Corporate Social Responsibility and in particular Building Futures.
• Comply with all IT policies and procedures.

Qualifications & Training:

• At least diploma level IT qualified or equivalent experience

Experience Required:

• Experience in application support
• Experience using service desk tools and processes.
• Experience in salesforce is preferred
• At least 2 years’ experience in the IT industry in a similar/equivalent role
• Experience gathering and presenting detailed information
• Proven effective and timely decision making and judgement

Knowledge/Skills:

• Excellent communication, customer service and stakeholder management skills • Ability to work under pressure and tight deadlines
• Experiencing in dealing with customers/end users
• Demonstrated ability to work in a team environment
• Good self-knowledge having the propensity to analyse successes and failures and determine areas for improvement
• Excellent interpersonal skills including the ability to develop effective working relationship with a range of stakeholders
• Moodle LMS administration would be advantageous
• Proficiency and knowledge in virtualised server environments

Geographical Scope:

• Role-based in Noida, India

Attributes:

Adaptability, Problem solving, Customer Service Focused, Planning and Organising, Technical application, continuous improving, initiative, communication, teamwork, self knowledge.

About Study Group

We are a global pathway provider in International Education, working collaboratively with over 50 universities around the world, offering over 500 undergraduate and postgraduate teaching programmes. Voted as the 2017, 2018, 2020, and 2021 Global Pathway Provider of the year, our people are united with the shared ambition of providing a world-class education to talented students from across the globe.

With a truly global outlook and offices all over the world, our international team uses its expertise, knowledge and commitment to create opportunities and add value. We are determined to grow and innovate in our field, providing our students and partners with high quality outcomes across the higher education space.

Organisational Compliance

Study Group is committed to safeguarding and promoting the welfare of its students, and expects all staff and volunteers to share the same dedication. Applicants will be required to undergo child protection screening appropriate to the role, including checks with past employers, an Enhanced Check from the Disclosure and Barring Service (DBS) and overseas criminal records if appropriate.

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