User Support

3 weeks ago

Midrand, South Africa Profession Hub Full time

Are you a dynamic problem solver with excellent attention to detail? Do you have experience in user support, system administration, testing, and training? If so, we have an exciting
opportunity for you Our client is seeking a highly motivated individual to join their IT Unit in Midrand as a User Support & Systems Administrator.

**Purpose of the role**

**High-level description of role**
- Perform fault-finding, provide problem resolution or escalate to relevant vendors for resolution.
- Handle any system related queries and escalate to Line Manager for resolution and other relevant management structures for information purposes.
- Support with system deployment, updates, and testing.
- Control and update the Vendor Contract Management document in line with the Framework and notify manager of any pending terminations or renewals.
- Coordinate, arrange and attend IT Unit meetings, including the compilation and/or distribution of relevant supporting documentation and the compilation of minutes and/or action and decision logs.
- Monitor relevant mailboxes, follow processes, action and/or refer to stakeholders where necessary.
- Monitor and action tickets on FreshDesk and/or refer to Line Manager and other stakeholders where necessary.
- Manage and conduct stock taking to ensure hardware and software functionality and capacity thereof and managing the asset and the disposal thereof for the asset register.
- Adhere to the document management process to ensure that all information is appropriately documented, secured and communicated as required.
- Compile and submit IT Unit reports to the relevant management structures.
- Review documents (manuals, policies and processes) to be fit for purpose.
- Monitor payments and purchases and report to Line Manager.
- Provide input on contractual obligations to be considered for "contract cancellation" reviews.
- Ensure member and the organisation's compliance with system and information security compliance and/or requirements,
- Establish, maintain and deepen relationships with identified key internal and external stakeholders.
- Stay abreast on current trends, investigate and research contracted vendors’ trends within functional area to enhance the organisation's service delivery.

**Qualifications**

NQF Level 6 Diploma / Advance certificate in Information Technology

**Experience**

**Process/Place/Area**:Information technology

**Involvement**: Operational

**Period**:3-5 year(s)

**Behavioural Competencies**
- Accountability
- Analytical Thinking
- Attention to detail
- Communication
- Conflict Management
- Consultation
- Coordination
- Customer/Member Service Orientation
- Disciplined
- Innovative and Creative
- Interpersonal and Relationship Building
- Planning and Organising
- Proactive Problem Solving
- Resilience and tenacity
- Responsibility
- Self-motivated
- Stress tolerance

**Functional / Technical Competencies**
- Knowledge of data management
- Knowledge of the Credit and Risk Industries, including Bureaus
- Craft messages for knowledge transfer and education of stakeholders
- Report writing
- Statistical Analysis
- Understanding of applicable legislation

**Notes**:

- Location Hybrid (Midrand)
- Salary Market related and in line with experience and qualifications. (Patterson C4 grading)
- Drivers Licenses Code B; Motor vehicle licence

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