Associate (Consultant): Client Software Support

**Company Overview**

**Our client** is an international data analytics company based in South Africa.

Our data scientists, developers and consultants work together to develop data analytics products and solutions that derive answers, predictions and recommended actions from large and complex data sets for over 150 companies in 30 countries in Africa, Middle East and Europe. We are experts in using data insights to predict human behaviour and drive the optimal outcome: from identifying the most profitable customers or account holders to target to identifying and targeting your most cost-effective marketing initiative for a defined market segment. Our aim is to turn data into wisdom that enables companies to _Work Wonders_. The Our client Service Delivery and Support Team strives to adhere to our motto: _Work Wonders_ in every engagement we have, both internally and externally.

**Job Purpose**

The purpose of this role is to provide a single point of contact for end users to receive support and maintenance within their Environments.

This includes diagnosing, repairing, maintaining, and upgrading all system products in order to ensure optimal system performance. The person also troubleshoots problems logged by end users (by telephone or via Ticketing system) in a timely and accurate manner.

As part of the role the person will be responsible for maintaining and supporting the Our client Service Desk Ticketing System; as well as any Administrative Tasks related to the Role. The goal is to ensure the integrity of the Business is maintained at all times and that support delivery is provided efficiently, to the highest standards.

**Basic Responsibilities**
- Monitor and Update Service Desk Ticketing System
- Provide 1st Line Support and assistance to the internal Support Team and Clients; by investigating, troubleshooting and resolving a wide range of Client incidents logged to the Our client Service Desk Ticketing System, in order to minimize user downtime
- Maintain reporting and tracking for all incidents received
- Communication with clients, business owners, Project Managers and Business Analysts
- Maintain and consistently demonstrates a general knowledge of company guidelines, processes, practices and governance procedures i.e. POPIA Legislation
- Support requirements gathering and documentation.
- Assist clients in French

**Knowledge and Skills Requirements**
- Microsoft Word, Excel, Outlook, PowerPoint, SharePoint - at an Intermediate Level
- Windows 7/10, Windows 2000/2003/2008/2012/2016 knowledge - Basic
- Folder Management
- Time Management
- Accurate Data entry
- Software and Hardware troubleshooting
- Business Acumen / Etiquette
- Good communication skills (written and verbal)
- Attention to detail
- Customer Centricity
- Ability to work in a Team
- Ability to liaise in the French language, both written and verbal will be advantageous

**Experience**
- 1-2 years’ IT experience in the following:

- .NET Framework
- C#
- SQL Server 2008 and up
- REST API experience will be advantageous
- First Language French Speaker

**Education**
- Matric (Grade 12).
- College diploma or university degree in the field of computer science and/or 2 years’ equivalent work experience.
- Industry certifications will prove advantageous.

**Qualification**
- Diploma in Software Development or Information Technology.

**Behavioural** **Competencies**

Communication
- Good communication skills
- Listens to others and accepts input from team members.
- Clearly articulate ideas and thoughts verbally.
- Accurately prepares written business correspondence that is coherent, grammatically correct, effective and professional.
- Relays relevant IT-related information to the company in a timely manner

Leadership
- Displays a positive attitude.
- Demonstrates adaptability nd flexibility in day-to-day work.
- Sets high standards of performance for oneself.
- Is self-driven and highly motivated.
- Has a high stress tolerance.
- Demonstrates good decision making.
- Displays integrity and reliability.

Teamwork
- Establishes harmonious working relationships with team members.
- Appreciates each team member's contributions and values each individual member.
- Is a team player.

Client Management
- Values clients and responds to their needs as they arise.
- Establishes effective working relationship with clients.
- Follows established communication guidelines.
- Uses good judgment in what and how to communicate with clients.
- Displays customer centricity.

Internal Operations
- Accurately completes and submits reports in a timely manner.
- Complies with all company policies and procedures.
- Participates in the implementation and support policies.

**Depending on the experience, the level of this role is at**:
**Associate Consultant**

**Role is based in Cape Town (Hybrid working at least 3 - 4 days at the office)**

**Job Type**: Learnership

**Salary**: R25,000.00 - R30,000.00 per month

Application Question(s):

- Are you able