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IT Application Support

Company Name: Allianz
Employment Type:Full Time
Location: Dubai
Experience: 2+ years
Degree: Bachelor
Nationality: Any
No. Of Vacancies:1
Job Description:
We are Allianz Partners. The leader in assistance and insurance solutions in the areas of international health, assistance, automotive and travel insurance. Allianz Partners is a global family of over 19,000 employees across 78 countries. This role is in the International Health part of the business, which has a number of well-known customer facing brands such as Allianz Care, Nextcare and Medi24.

The International Health line of business provides international health, life and disability insurance and services, reinsurance and administration services to a wide range of customers. These include multinational companies, intergovernmental organisations (IGOs), non-governmental organisations (NGOs), private individuals, families and students. Our mission is to ensure that customers have access to quality healthcare through our support, care and commitment to go the extra mile. We are a truly global health partner for our customers, ensuring fast and simple access to the best advice, treatment and value for our customer.

Provide technical support related to the business application and assist the end-users from all Operating Entities and from their Business Partners such as (Insurance Companies, Health Care Providers, Re-insurers, Brokers, …)
Primary Responsibilities:
– Respond to the end-users via e-mail and/or telephone by providing support for the business applications
– Provide user support to ensure the effective and timely resolution of Application problems, keeping staff informed of the status of their request for support
– Identify, evaluate and prioritize end-users problems and complaints
– Analyze, troubleshoot end-users problems – 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 base on the received Support requests: Training for users, Enhancements on application functionalities, communication materials (User Guides, …)
– 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
– Identify and escalate situations requiring urgent attention
– Track and route problems and requests and document resolutions
– Advise user on appropriate action
– 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
– Create, generate and execute adhoc reports
– Proactively monitor TATSH Monitoring screens and act based on the received notifications

Minimum Requirements:  
– Bachelor’s in computer science, or relevant degree required; Masters Degree is a plus
– Excellent Customer Service Oriented using telephone calls and emails
– Microsoft Office Skills: Outlook, Word, Excel, PowerPoint, (Access is a plus)
– English Language Fluency oral and written
– Minimum 2 year in a similar role
– Minimum 1 years development experience