Application Support - Sandton at Growthpoint Properties

Key Performance Areas

Helpdesk Support

• 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 endusers 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 Econtent for applications.
• Ability to work independently and with team.
• 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)

Experience

• Minimum 3 years’ experience in providing help desk support

Education

• National Diploma in IT /BSc Degree.