Application Support Specialist

About the Role

Al Khozama Investment is seeking an Application Support Specialist to serve as the primary point of contact for all software-related needs within the company. This full-time role involves providing comprehensive user support, troubleshooting complex application issues, and ensuring the smooth operation of the company's application landscape.

Role Purpose

The Application Support Specialist plays a vital part in enabling the workforce by ensuring seamless day-to-day operations across all company applications. This involves addressing user inquiries, resolving technical problems, and maintaining system functionality to support business processes effectively.

Key Responsibilities

• Provide comprehensive user support across all departments, offering prompt assistance for application-related issues and questions.
• Diagnose, analyze, and resolve technical problems, including login errors, permission issues, application bugs, workflow disruptions, and data discrepancies.
• Manage support requests efficiently through the IT service management ticketing system, ensuring prioritization, investigation, and resolution within established SLAs.
• Guide users on best practices, software functionalities, and proper data entry to minimize recurring errors and maximize application adoption.
• Coordinate with internal IT teams and external software vendors for deep-code fixes, system patches, or specialized technical intervention.
• Handle user onboarding and offboarding tasks, configure role-based access permissions, and maintain user profiles across various platforms.
• Create and update troubleshooting guides, FAQs, and standard operating procedures (SOPs) for the internal knowledge base.

Key Performance Indicators

• SLA Compliance
• Ticket Resolution Rate
• First Response Time
• Average Resolution Ticket Backlog
• First Contact Resolution
• Critical Incident Response and Resolution
• Application Availability
• Recurring Incident Reduction
• Vendor Ticket Follow-Up
• User Satisfaction
• UAT Completion
• Change Success Rate
• Documentation Compliance
• Access Request Compliance
• Security & Audit Findings
• Application Monitoring
• Knowledge Base Contribution
• Improvement Initiatives

Experience Requirements

Candidates should possess 2-5 years of relevant experience in application support or a similar technical role.

Work Type

This is a full-time position.