PrimaryPurposeofPosition
Actingastheteam’sOfficer-in-ChargeintheabsenceoftheSeniorAnalystandHelpdeskTeamLead.
ProvidequalityfrontlineapplicationsupporttotheSJgroupbusinessforextendedoperatinghours.
Relievetheworkloadofcorporateresourcesandimprovetheircapabilitiestodeliverbetterresults to the business
KeyResponsibilities
(UndertheleadershipoftheHelpdeskTeamLead,thefollowingareexpectedintherole)
AssistincoachingandmentoringAssociateHelpDeskAnalyststoachieveteamandindividual performance standards and metrics.
Respondtotelephonecalls,personalrequestsandemailsrequestinghelprelatingtoaccesstoSJgroup.
Respondtotelephonecalls,personalrequestsandemailrequestinghelpwiththeuseofSJGroupEnterprise andthe Portal.
Identifycriticalsystemandnetworkissues,escalateandliaisetotheSeniorHelpdeskAnalyst, Helpdesk Services Manager or second level technical support untilresolution.
MaintainrelevantinformationintheSJGroupTicketingapplication.
Prepareguidesanddocumentationinrelationtotheidentificationandresolutionofapplication support issues.
Participateinsystemtesting,UAT(UserAcceptanceTesting)andimplementationprocessfor enhancements and issue resolutions inSJGroup.
EnsureServiceLevelAgreementandStandardOperatingProceduresaremet.
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