IT Application Support Officer

About the Role
As an IT Application Support Officer, you will focus on providing support to the Italian business unit related to the business application. This role is essential to ensure smooth operations and technical support for users of the TATSH applications suite.

What You Do

• Respond to end-users via e-mail and/or telephone, providing technical support for the TATSH applications suite.
• Provide user support to ensure effective and timely resolution of technical problems, keeping staff informed of the status of their support requests.
• Identify, evaluate, and prioritize end-user problems and complaints.
• Analyze end-user problems and formulate plans of resolution.
• Utilize all technical resources to solve reported problems.
• Demonstrate and promote superior customer service in handling inquiries, problems, and complaints.
• Work with departmental staff to promote, develop, and maintain strong customer service values.
• Recommend enhancements based on received support requests, including training for users, enhancements on TATSH functionalities, and communication materials (Users’ Guide, etc.).
• Participate in departmental training activities, including training programs in support of new technologies, procedures, and customer service enhancements.
• Follow standard help desk procedures.
• Log all help desk interactions.
• Administer help desk software.
• Redirect problems to appropriate resources.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests, and document resolutions.
• Advise users on appropriate actions.
• Document solutions to problems regarding standard IT applications and record them in the IT Knowledge Base.
• Prepare activity reports.
• Stay current with system information, changes, and updates.
• Perform additional duties as assigned by the manager.

Who You Are

• At least 2 years of experience in application support.
• Proficient in English, with an ideal proficiency in Italian.
• Strong communication skills, attention to detail, and effective time management.
• Capable of strong problem-solving and multitasking.
• Able to work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics, and cloud-based tools, adhering to standards of data governance, security, and ethical use.

Contract and Benefits

• Full-Time, Permanent position.
• Opportunity to work in an inclusive environment that values diverse backgrounds and perspectives.
• Engagement in a culture that promotes integrity, fairness, inclusion, and trust.