1st Line Functional Support – IT Support Analyst

About the role

We are looking for enthusiastic colleagues to join our CAPPS Support Team as an IT Support Analyst. The role provides first‑level functional support for a business‑critical application used worldwide, handling user inquiries, incident analysis, and timely resolution.

Key responsibilities

• Identify, categorize, and resolve user incidents and service requests using support tools.
• Monitor, update, and follow up on support tickets to ensure timely closure.
• Escalate complex problems to specialist teams with accurate documentation.
• Create and track change requests for new application features.
• Support user acceptance testing, regression testing, and application deployments.
• Prepare and maintain documentation, training materials, and user manuals.

Required profile

• Bachelor’s or master’s degree, or equivalent experience.
• Strong organizational, analytical, and decision‑making abilities.
• Excellent written and spoken English communication skills.
• Customer‑focused attitude with a collaborative team approach.
• 5+ years of experience in ICT user support, service desk, or related fields.

Required skills

• Experience with ERP systems.
• Knowledge of BPMN and UML.
• Proficiency with Microsoft 365 applications.
• Ability to analyse data and troubleshoot application issues.