Digital Support Agent (JHB North) at Aspen Pharma Group

OBJECTIVE OF ROLE

• Continuously providing high quality first-line support and training to the SA Commercial user community, across all relevant devices, software systems and digital platforms.

KEY RESPONSIBILITIES

Digital Support

• Support new products deployed by the Application and SecOps teams
• Support virtual meetings and training sessions (internal and external)
• Offer daily digital support to personnel
• Provide training and guidance to external presenters who may be unfamiliar with Aspen’s tools
• Assist in the creation and maintenance of online forms and SharePoint sites
• Assist in scheduling and coordinating online events
• Support IT related and digital activities for business conferences
• Continuous improvement of digital support services (from the logging process through to resolution)
• Test AV Equipment before it is rolled out to the business
• Assisting with any errors relating to any systems

Technical Support

• Timeous escalation of hardware and software issues through the right channels
• Assist employees with computer / mobile device issues
• Assist with the setting up and distribution of new devices (laptops, desktops and mobile devices)
• Provide guidance and support for office-based and remote users, including advising on troubleshooting home office connectivity issues
• Provide support at Aspen office hubs when required
• Work closely with the Project Management Office (PMO) and play an active role in the transition of IT-managed projects to the live environment
• Setup & Operation: Install, configure, and operate sound systems, video cameras, and projectors for events or daily, consistent use in meeting rooms.
• Technical Support: Provide real-time troubleshooting for AV equipment during live events, conferences, or in-office meetings.
• Maintenance: Perform routine maintenance and repairs on microphones, cables, speakers, and video conferencing hardware.
• User Support: Communicate with clients, presenters, or event planners to ensure technical requirements and production goals are met.
• Inventory: Maintain an inventory of all equipment, including storing and organizing assets.

Call Management

• Coordinate calls logged and queries raised on the various platforms available to users
• Respond timeously to customer queries, complaints, calls and provide continuous user feedback

Knowledge management / Innovation

• Continuous learning (ensure own knowledge of new platforms and systems)
• Ensure that knowledge of new platforms and systems is proactively shared with end users
• Actively drive digitalization
• Knowledge sharing back to the relevant IT teams of issues found that can be avoided/eliminated / managed centrally
• Support Innovation Pipeline

Requirements
EDUCATIONAL REQUIREMENTS

• Matric (Grade 12)
• Diploma / certificate in Information Technology field or equivalent work experience (3+ years) in an Information Technology environment.

KNOWLEDGE & EXPERIENCE REQUIREMENTS

• Working in an IT environment, troubleshooting and performing technical tasks while dealing with a non-technical audience
• Support for desktops, laptops, tablets and mobile devices
• Experienced in Microsoft O365 Cloud applications

SOFT SKILLS AND COMPETENCY REQUIREMENTS

• Effective planning, organising and co-ordinating
• Excellent analytical skills
• Strong capabilities in logical reasoning
• Results driven
• Effective problem solving and decision making
• Independent and self-directed individual that can drive execution
• Influencing capabilities
• Effective interpersonal skills