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Application Support Agent

2 weeks ago

Johannesburg, South Africa Tsebo Group Full time

**About Us**:
Tsebo Facilities Solution is looking for a Helpdesk Agent for Business Applications provides “first-line” On Key Application support to divisional, supplier and TFS on-site system users in a timely manner delivering a quality support experience.
The Agent is responsible for addressing and resolving “calls for assistance” logged by such users via the On Key Application’s Service Requestor App (SRA) or the On Key Application Support mailbox, including troubleshooting system errors the user may be experiencing, providing 1 on 1 user assistance and delivering Application training to existing and/or new users. Where the Agent is unable to resolve the users’ call the Agent escalates to second-line support for further assistance. The Agent also develops and keeps up to date Application training material, performs basic Application configuration and ensures Application processes and governance is adhered to.

As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients reduced costs, risk and complexities together with increased quality, efficiency and productivity. We specialise in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, Engineering, Remote Camps, and more. Developing our people - the heart of Tsebo - is the foundation of our purpose. The result is a knowledgeable workforce that is in touch with every nuance of our clients’ needs. DOWNLOAD OUR ONE-PAGER to find out more about who we are in a nutshell.

**Duties & Responsibilities**:
**EAMS Core**

**EAMS Integrated Applications**

**EAMS Interfaces**
- Deliver EAMS support through the call logging platforms (SRA and OnKey Mailbox)
- Review, classification and allocation of calls as they are logged
- Conducting initial first line support troubleshooting
- Escalate calls to other departments (Finance, Group IT etc. ) as required. Alternatively escalate to second line support for further assistance
- Manage the users expectations and communication to the user until call resolution and closure
- Adhere to process governance and procedures for call management
- Schedule and conduct one on one user training or multiple user training sessions via Microsoft Teams or in person if required
- Assist with documenting user training manuals or updating as and when system changes are made
- Schedule and conduct client engagement sessions as a proactive measure to understand challenges experienced onsite
- Participate in other projects related to the EAM system under the guidance of superiors
- Participate and support superiors in basic system configuration and set up
- Produce statistics and reports as requested relating to EAM support calls
- Attend site visits with superiors as and when required
- Participate in new sales efforts including performing EAM system demonstrations

**Other**
- Respond to and action any reasonable request from Management.

**Skills and Competencies**:

- Ability to display integrity and resilience
- Excellent communication and interpersonal skills
- Ability to communicate with all levels of OnKey system users, suppliers and TFS teams onsite
- Attention to detail and strong organisational skills
- Must be competent and professional
- Ability to plan, organise and control own work effort
- Excellent telephone etiquette

**Qualifications**:

- Grade 12
- NQF4 technology qualification
- 6 months learnership
- 12 Months Internship