Application Support Analyst L1 (DBN) at BET Software

We Want You:

• Yes, we’re looking for you: a dedicated Application Support Analyst, who will identify and resolve any issues relating to BET Software’s systems operation, implementation, functions, and upgrades. You will create product problem reports, perform troubleshooting, and either create or take action based on standard operating procedure documents (SOP’s), as required for each issue.

You Bring:

• Preferred qualification in IT: Computer Engineering OR Software Programming (Degree or Diploma).
• Strong written and verbal communication skills.
• Good interpersonal skills and technical capabilities.
• Excellent problem-solving and attention to detail.
• Ability to multi-task in a deadline-driven environment and show initiative.
• Strong organisational and resourceful capabilities.
• High levels of attention to detail and resilience.

Nice to Have:

• Experience on an IT service desk.
• Exposure and experience with monitoring tools such as Dynatrace/ Elastic etc.
• Experience in ITIL Foundation.

What You’ll Do:

• Choose, refine, and establish metrics to be used as a baseline for monitoring.
• Ensure the correct tools, access, and visibility is established to ensure effective monitoring.
• Identify the proper escalation procedure and execute it when deviations occur.
• Follow up to ensure reports/incidents have been received and are being evaluated.
• Escalate if reports/incidents are not resolved within the time span agreed.
• Ensure storage and archiving processes are functioning correctly.
• Actively seek to provide as much information as possible to the Support Team within the shortest time.
• Use remote tools as appropriate.
• Use diagnostic tools, techniques, and SOPs.
• Identify relevant data to the alert, incident, and issue and inform support.
• Refer the alert, incident, and issue to the relevant party.
• Manage the incident queue for escalation to the second-line support where necessary, including triage and re-prioritization.
• Identify areas of improvement and recommend improvements.
• Escalate statistics to management indicating the impact of these changes or the lack of change.
• Identify the need for new SOPs or SOP updates.
• Create or update relevant documents as more information becomes available.
• Identify and record trends, and performance patterns that can be analysed to provide useful analytics.

Closing Date 28 July 2023