Application Support - Sandton at Growthpoint Properties

Job purpose

• Tprovide first line application support tusers in an efficient and accurate manner.

Duties and responsibilities

• Logging and tracking of incidents and requests.
• Perform initial investigation, assign ticket priorities and follow each ticket through tresolution and ticket closure.
• Analyse incidents tdetermine problems and driving the problem management process taddress root causes.
• Escalate tIT internal and vendors resources where necessary.
• Ensure that Service Levels Agreements are maintained between business teams and IT.
• Provide data, reporting and insights on service desk trends, informing strategies for improvement.
• User profile/security maintenance on all applications.
• Organize, manage, facilitate training for users.
• Collaborate with internal IT technical team and vendors tassist end-users and stakeholders tresolve queries and ensure achievement of all business objectives.
• Assist with system check after changes made that affect Application
• Create and update E-content for applications.
• Innovation (Process, System improvement or new features and functionality)
• Implementation of new processes and updating of current.
• Documentation of SOP’s.
• Periodic DR tests for Applications.
• Circulate communications tusers regarding Application updates
• Perform secondary duties for System Administration which includes: 
• Maintain Security permissions (Roles/Users/Entities)
• Add new ledger code
• Add property
• Add new legal entity (e.g. Division or Landlord)
• Other master data related maintenance (e.g. Group Roll Up / report grouping changes)
• Perform Month end Procedures (Invoice/Statement/GL Close/Projection Close)

Requirements
Experience & Qualifications

• National Diploma in IT /BSc Degree.
• 3 years’ experience in providing help desk support.

Competencies and Skills

• Advanced troubleshooting and multitasking skills.
• Excellent verbal and written communication skills.
• Well-developed interpersonal skills.
• Working knowledge of helpdesk software and remote control tusers’ desktops.
• Ability tdeliver on time.
• Strong organizational abilities, accuracy and attention tdetail.
• Ability tcommunicate at all levels within the organization.
• Customer service skills.
• Working knowledge of systems administration.
• Ability tbuild business relationships.
• Ability tcommunicate at all levels.
• Conducting monthly training sessions tonboard new employees tthe organization, in specialization and alsin other system supported.
• Excellent problem-solving abilities. 
• Ability twork independently and with a team.