Job Overview
To receive, log, assign, track, manage and report on all company's Support Desk tickets received. These tickets will include End User Support and Environment Support to monitor and report on backups and available server space. This is a client-focused position – the individual must have excellent verbal, written, listening and communication skills, great communication skills; must be able to analyse and solve customer problems; pay attention to detail and be well organised.
Duties & Responsibilities
- Support existing client applications
- Field incoming calls and emails from customers for service requests regarding authentication, permissions, usability.
- Document problem and troubleshooting efforts.
- Communicate moderately complex or technical information, ideas and results effectively in both oral and written form.
- Escalate unsolved tickets to a SharePoint Developer as and when required.
- Implement changes requested by the client.
- Perform software testing.
- Test developed software against the design requirements.
- Accurately log all software defects discovered.
- Perform routine maintenance of both client and pilotfish systems.
- Perform daily checks of Web services and ensure that back-ups are running smoothly.
- Perform weekly backups and software updates as well as client specific summary reports.
- Perform monthly checks of client sites as well as client specific summary reports.
- Support for the Developers with routine tasks.
- Support the development team with routine tasks.
Desired Experience & Qualification
- BSc Degree or relevant diploma
- Microsoft Certifications will also be considered
- 2-3 years experience within a client facing support role
#J-18808-Ljbffr
