Job Overview
We’re looking for a software support whiz to add value to our Supply Chain technology team!
Key Responsibilities
- Ensure the timeous and effective response to first line support queries & problems to resolve issues arising from the use of applications and escalate queries where the issue cannot be resolved.
- Determine the nature of business problems through asking relevant questions.
- Follow up with customers to ensure the issue has been resolved.
- Analyse trends in incidences reported & resolved to provide insights to developers and IT teams on areas of concern or repeated problems within applications or systems.
- Document the process applied and resolution used to resolve incidences to maintain a library of knowledge to be shared with support & IT teams.
- Ensure incidents are resolved as per SLA agreement.
- Ensure Access and Master data to all applications are managed accurately.
- Proactively review all environments to ensure the mitigation of risks.
- Effectively maintain the day-to-day operations of the departmental Systems which include daily updates and reconciliation, verifying server backups, verifying database backups, server sizes, and integration error reports.
- Ensure compliance with best practice and standards.
- Build a sustainable working relationship with customers to ensure good customer service.
- Work with both internal and external teams to drive root cause resolution of incidents logged.
Qualifications
Education: IT Diploma or Degree
Experience: 2+ years’ working experience with:
- SQL Data Analysis
- Microsoft Excel (experienced to advance level)
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