Application Support (Sandton) at Growthpoint Properties

Duties and responsibilities

• Logging and tracking of incidents and requests.
• Perform initial investigation, assign ticket priorities and follow each ticket through to resolution and ticket closure.
• Analyse incidents to determine problems and driving the problem management process to address root causes.
• Escalate to IT 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 to assist end-users and stakeholders to resolve 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. Chief Information
• 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 to users 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 to users’ desktops.
• Ability to deliver on time.
• Strong organizational abilities, accuracy and attention to detail.
• Ability to communicate at all levels within the organization.
• Customer service skills.
• Working knowledge of systems administration.
• Ability to build business relationships.
• Ability to communicate at all levels.
• Conducting monthly training sessions to onboard new employees to the organization, in specialization and also in other system supported.
• Excellent problem-solving abilities.
• Ability to work independently and with a team.