Digital Support Agent at Aspen Pharma Group

OBJECTIVE OF ROLE

• To continuously provide high quality digital support and training to the Aspen SA Commercial User community.

KEY RESPONSIBILITIES

• Troubleshoot and support employees with hardware and software issues in person, remotely and via phone (computer / mobile device issues
• Timeous escalation of hardware and software issues through the right channels
• Provide guidance and support for office-based and remote users, including advising on and troubleshooting home office connectivity issues
• Work closely with the Project Management Office (PMO) and play an active role in the transition of IT-managed projects to the “live” environment
• Support new products deployed by the Application and SecOps teams
• Update the relevant service management systems
• Is responsible for their own upskilling through continuous learning, to ensure their knowledge of new platforms and systems always current
• Ensure that knowledge of new platforms and systems is proactively shared with end users
• Support virtual meetings (internal and external meetings) Provide guidance and support on Audio Visual systems and equipment
• Provide training and guidance to external presenters who may be unfamiliar with Aspen’s tools
• Assist in the creation and maintenance of online forms (Microsoft Forms) and SharePoint sites.
• Continuous improvement of digital support services (from the logging process through to resolution)
• Knowledge sharing back to the relevant IT teams of issues found that can be avoided / eliminated / managed centrally

Requirements

EDUCATIONAL REQUIREMENTS

• Matric / Grade 12 Certificate
• Diploma or Certificate in the Information Technology field would be an advantage, with the ITIL qualification being ideal (or experience as listed below) 

EXPERIENCE REQUIRED

• Minimum of three (3) years' experience in an Information Technology environment
• IT Service / Help Desk experience is advantageous
• Experience in Microsoft O365 Cloud is an advantage

SOFT SKILLS

• Working knowledge of common information technologies and systems
• Communicating complex concepts to a general audience
• Troubleshooting common IT issues, utilizing a problem-solving mindset
• Excellent time management skills
• Ability to think Analytically
• Customer-centric orientation
• Excellent interpersonal & communication skills (verbal & written)
• Passion for upskilling, training and empowering others
• Outstanding ability to be a Team player