Application Support Role Key Functions: Provides first level support to users (office based) and contracts escalation

n points when 2nd level support is required Maintains an appropriate incident log Tests new programs, hardware and software updates accordingly to agreed plans Notifies International IT department of test results and completion of new program installations and updates Develops plans for and coordinates the testing and initial rollout of new programs and further distribution of updates to ensure that they are performed in a timely and consistent manner Adapts program update bulletins and user manuals provided by the international IT department for international programs to meet country language and specific requirements for review by the NIT manager Assists with the training of users Trains IT assistants where appropriate Develops application and/or reports as required Maintains understanding of user requirements and open issues for area of responsibility Knowledge of the following would be advantageous: Procurement systems Relational databases particularly SQL (SSRS in particular) IT Service Management best practice (e.g. MOF, ITIL)