Application Support

2 weeks ago

Sandton, South Africa Growthpoint Properties Full time

**Job purpose**

**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.
- 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
- 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:

- Maintain Security permissions (Roles/Users/Entities)
- Add new ledger code
- Add property
- Add new legal entity (e.g. Division or Landlord)
- Other master data related maintenance (e.g. Group Roll Up / report grouping changes)
- 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.

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