Application Helpdesk Support

SUMMARY:
Our Client in Property is looking for an Application Helpdesk Support individual, to provide first line application support to users in an efficient and accurate manner.

POSITION INFO:
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 SOP’s.  
- 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

NB! This job is now closed. You can apply for other jobs by uploading your CV.