Reference: HC003408-Anele-1 Purpose of the Position: The role involves the delivering Application Performance Management (APM) and Monitoring Tools. This role requires a well-rounded expertise in application monitoring, with a focus on AppDynamics, and a broad understanding of the technical aspects
The Management Information Systems (MIS) team has a vacancy for a Senior Business Intelligence Analyst. The MIS team is responsible for providing business with the necessary information and key insights that allow them to make informed decisions regarding their operational and strategic initiatives.
all assigned Tickets are actioned daily and accurately updated daily. Ensure that Tickets are closed within given to the requestors. Escalate any incidents / tickets that cannot be resolved within the Application “Development Support Ticket Logging Guideline”. Manage & follow-ups on tickets escalated to the ‘Development related certificate or creating SQL Query that assist the team or uploading knowledge base articles. Customer Support experience Experience with support ticketing systems such as Freshdesk Non-negotiable skills/experience
Technician Service Accurately allocate on site tickets to the relevant technician/branch/contractor within point of contact for customers seeking technical assistance over the phone or email. Perform remote troubleshooting Accurately log all field support and telephone tickets and close within 30 minutes of receiving request quotes within 4 hours of receiving. Keep all open Tickets up to date including all Multinational systems
including routers, switches and firewalls
- Assisting with the setup, support, maintenance and administration
software to protect against vulnerabilities
- Assisting the Information Security and Governance Analyst
changes
- Administering and providing support for tickets logged on the ICT service desk
- Providing
go-lives safe and successful - Follow up on incident tickets to ensure long-term improvement - Actively make make suggestions to reduce the number of problem tickets - Proactive improvements in daily IT operations
safe and successful
- Follow up on incident tickets to ensure long-term improvement
- Actively
make suggestions to reduce the number of problem tickets
- Proactive improvements in daily IT operations
issues in line with customer SLA. Manage the ticketing system by prioritising, categorising, and assigning minimal disruptions to operations. Ensure technical assistance is provided to key clients and employees. Provide
and scalability.
Support Cloud Migrations: Assist in planning and executing Cloud migrations for Azure-based software platform and resolving escalated tickets.
Documentation Development: Develop comprehensive