Application Helpdesk Support - Johannesburg
Duties and responsibilities
- Logging and tracking of incidents and requests.
- Perform initial investigation, assign ticket priorities and follow each ticket through to
resolution and ticket closure.
- Analyse incidents to determine problems and driving the problem management process to
address root causes.
- Escalate to IT internal and vendors resources where necessary.
- Ensure that Service Levels Agreements are maintained between business teams and IT.
- Provide data, reporting and insights on service desk trends, informing strategies for
improvement.
- User profile/security maintenance on all applications.
- Organize, manage, facilitate training for users.
- Collaborate with internal IT technical team and vendors to assist end-users and
stakeholders to resolve queries and ensure achievement of all business objectives.
- Assist with system check after changes made that affect Application
- Create and update E-content for applications.
- Innovation (Process, System improvement or new features and functionality)
- Implementation of new processes and updating of current.
- Documentation of SOPs.
- Periodic DR tests for Applications.
- Circulate communications to users regarding Application updates
- Perform secondary duties for System Administration which includes:
o Maintain Security permissions (Roles/Users/Entities)
o Add new ledger code
o Add property
o Add new legal entity (e.g. Division or Landlord)
o Other master data related maintenance (e.g. Group Roll Up / report grouping
changes)
o Perform Month end Procedures (Invoice/Statement/GL Close/Projection Close)
Experience & Qualifications
- National Diploma in IT /BSc Degree.
- 3 years experience in providing help desk support.
Competencies and Skills
- Advanced troubleshooting and multitasking skills.
- Excellent verbal and written communication skills.
- Well-developed interpersonal skills.
- Working knowledge of helpdesk software and remote control to users desktops.
- Ability to deliver on time.
- Strong organizational abilities, accuracy and attention to detail.
- Ability to communicate at all levels within the organization.
- Customer service skills.
- Working knowledge of systems administration.
- Ability to build business relationships.
- Ability to communicate at all levels.
- Conducting monthly training sessions to onboard new employees to the organization, in
specialization and also in other system supported.
- Excellent problem-solving abilities.
- Ability to work independently and with a team.
Working conditions
Incumbent may be required to work extended hours over busy periods Apply Now
- Logging and tracking of incidents and requests.
- Perform initial investigation, assign ticket priorities and follow each ticket through to
resolution and ticket closure.
- Analyse incidents to determine problems and driving the problem management process to
address root causes.
- Escalate to IT internal and vendors resources where necessary.
- Ensure that Service Levels Agreements are maintained between business teams and IT.
- Provide data, reporting and insights on service desk trends, informing strategies for
improvement.
- User profile/security maintenance on all applications.
- Organize, manage, facilitate training for users.
- Collaborate with internal IT technical team and vendors to assist end-users and
stakeholders to resolve queries and ensure achievement of all business objectives.
- Assist with system check after changes made that affect Application
- Create and update E-content for applications.
- Innovation (Process, System improvement or new features and functionality)
- Implementation of new processes and updating of current.
- Documentation of SOPs.
- Periodic DR tests for Applications.
- Circulate communications to users regarding Application updates
- Perform secondary duties for System Administration which includes:
o Maintain Security permissions (Roles/Users/Entities)
o Add new ledger code
o Add property
o Add new legal entity (e.g. Division or Landlord)
o Other master data related maintenance (e.g. Group Roll Up / report grouping
changes)
o Perform Month end Procedures (Invoice/Statement/GL Close/Projection Close)
Experience & Qualifications
- National Diploma in IT /BSc Degree.
- 3 years experience in providing help desk support.
Competencies and Skills
- Advanced troubleshooting and multitasking skills.
- Excellent verbal and written communication skills.
- Well-developed interpersonal skills.
- Working knowledge of helpdesk software and remote control to users desktops.
- Ability to deliver on time.
- Strong organizational abilities, accuracy and attention to detail.
- Ability to communicate at all levels within the organization.
- Customer service skills.
- Working knowledge of systems administration.
- Ability to build business relationships.
- Ability to communicate at all levels.
- Conducting monthly training sessions to onboard new employees to the organization, in
specialization and also in other system supported.
- Excellent problem-solving abilities.
- Ability to work independently and with a team.
Working conditions
Incumbent may be required to work extended hours over busy periods Apply Now
Facebook
WhatsappRelated Jobs
Help Desk Support JHB - Southern Suburbs - South Africa
Strategic Personnel
...
Third Line Support Engineer illovo - South Africa
Computer Experts Personnel
...
Helpdesk Technician - Johannesburg
RPO Recruitment
...
Service Desk Agent Midrand - Midrand
Advanced Projects & People
...
Desktop Support Engineer - Johannesburg
...