Application Support Specialist - Houghton at SBV Services (Pty) Ltd.

Description

Technical 2nd line support

• All levels of support telephonically to SBV centres country wide. 
• Technical on site support for all users during and after project implementation or where required. 

Provide accurate and timeous feedback in respect of helpdesk database 

• Ensure that accurate and timeous information is provided to the relevant parties to ensure that he Helpdesk database in maintained and updated. Complete technical documentation and do handover to additional technical resources to ensure they can assist with support, Provide assistance to IT team when required. Logging of calls on the SBV helpdesk
• Inception to completion management of logged calls
• Logged calls reporting on a weekly basis
• Priority problem escalation to management
• Proactive problem communication to all users
• Proactive testing of services (Availability)

Ensuring stability and availability of network. 

• Monitor system on a daily basis and apply defined policies to ensure adequate management of system resources 
• Administers user profiles and access rights 

Installation of Software Applications and applications support

• Ensure that only approved software and applications are installed on PC’s, including operating systems
• Apply prescribed standards consistently when installing software e.g. regional setting, language settings etc. 
• Supports users in the use of general software and applications support

Implementation and support of all peripherals as used by Software Applications workstation

• Maintain planned maintenance schedule of all peripherals e.g. printers and scanners
• Provide feedback and recommends action in respect of capacity, lifecycle and cost benefits of equipment
• Implement and support of all peripherals 

Software Asset Management 

• Software Licence Tracking & Allocation
• Maintaining an up to date Software Register.
• Develop and Implement Process and Controls to ensure effective Software
• Asset Management.
• Maintain a comprehensive Software Media Library. 

Hardware Asset Management 

• Maintaining a comprehensive up to Date Hardware asset register. 
• Develop and Implement Process and Controls to ensure effective Hardware
• Asset Management. 

IT Procurement 

• Drive and Control the Procurement process within the IT Department.
• Ensure that the company’s procurement policies are adhered too. 

IT Office, Policy and Process Support 

• Help create and define processes and procedures to ensure effective Document 
• management within the IT Department.
• Maintain a comprehensive IT Documentation Library including but not limited to all IT related Support and Tracking information. 
• Drive the Processes and policies to ensure the department stays well documented. 
• Travel to business centres as required. Work overtime when required. 

Requirements

Minimum requirements: Educational

• Matric
• IT Certificate or Diploma

Minimum requirements: Experience

• 1-3 years Cash Management business experience
• Experience working with various Software Application
• Experience liaising with clients or other system users
• Experience in installation of software
• Good understanding of Information Technology change processes and controls