Nov 17, ADvTECH Systems Administrator Finance Applications And Businesss Systems Jobs in South Africa

Job Description

Overall Purpose of the Job (Please provide a summary of why the job was created and what the main responsibilities are)

Responsible for the timely and effective response to IT/System user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for basic problem resolution for new and existing systems and provides basic telephonic training on these systems when required. May manage the incident to completion.

Ensures that optimum relations with clients are established and maintained. Ensures that agreed standards in respect of length of call, wrap-up time, log-on time and completion of correct code system and database are maintained. In a sales oriented centre, maximises cross selling opportunities and ensures that targets are attained.

In a Service Centre / Help Desk function provides first-line support for user enquiries on problems relating to hardware and software products installed, responds timeously and effectively to IT user queries and problems through logging of problems reported and the co-ordination of rapid and appropriate responses.

This includes: basic training for the user, assisting the user to resume normal operation, channelling requests for help to appropriate functions; monitoring progress, and keeping users appraised.

The maintenance of an inventory of equipment supported by the Service Desk / Help Desk together with logs of user details, problems and resolutions, for administration and planning purposes.

Provides service on a shift basss for:

Weekdays up 12 hours (06:00-18:00)

Saturdays up to 6 hours (08:00-14:00)

Sundays up to 4 hours (09:00-13:00)

Resolve Help Desk Calls

Education (Formal Qualification required)

Minimum

Certificate / Diploma in IT/Finance

ITIL

Ideal

IT/Finance Degree / Diploma in IT/Finance

D365 system experience

ITIL

Exposure to Finance Cycles

Service Desk & Call Logging

Resolving the logged call if you have the ability to do so alternatively escalate to application support, infrastructure, BPA or Development

Call Logging

Log call on Services Desk within SLA , accurately populating all call details

Log calls with External Companies as required

Classify, prioritise & assign all logged calls

Log and administer incidents, problems, change requests & service requests

Escalate calls to higher support or to External Companies

Call Update

Following up and updating calls on Service Desk

Resolve as many logged calls as possible before escalation/within SLA

Awareness of all Incidents, problems & Changes on Service Desk and their priorities

Service Desk Reporting

Assist in Service Desk Reporting (daily, weekly , monthly)

Evaluate and Train Service Desk team members to ensure that 1st line call resolution is achieved

Knowledge Management

Assist in Commission, produce & administer Knowledge base articles arising from calls, applications and systems support

Customer Support

Understanding & attending to Group IT customer needs

Support Group IT customers using customer support principles.

Communicating (proactively & reactively) with customers.

Applications & Systems Support

1st Line Support

Provide 1st level support on assigned applications within SLA

Monitor and administer Applications/Systems Problems

Applications & Systems Administration

Assists with daily administration tasks (Applications checks , maintenance and upgrades)

Provide accurate & clear verbal and written reporting for application failure investigations and resolutions

Applications & Systems Training

Prepare & present training sessions to Junior Staff

Applications Access Management

Administer the Access Control System(P7) i.e. grant access rights, channel access rights calls, update & terminate)

Other Special Requirements

Ability to work in Virtual Teams and Remote Teams

User experience with Dynamics 365

How to Apply

For more information and job application details, see; ADvTECH Systems Administrator Finance Applications And Businesss Systems Jobs in South Africa

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