Overview
Application Support – Sandton Jobs in Sandton at Growthpoint Properties
Job Title:
Application Support
Purpose of the Job
To provide first line application support to users in an efficient and accurate manner.
Key Performance Areas
1. 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 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.
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)
Knowledge
Working knowledge of systems administration
Working knowledge of helpdesk software and remote control to users’ desktops.
Job Specific Skills
Stakeholder Focus
Ability to communicate at all levels within the organization.
Customer service skills.
Ability to build business relationships.
Ability to communicate at all levels.
Confidence in providing training to end users.
Excellent problem-solving abilities.
Competencies
Advanced troubleshooting and multitasking skills.
Excellent verbal and written communication skills.
Well-developed interpersonal skills.
Ability to deliver on time.
Strong organizational abilities, accuracy and attention to detail.
Experience
Minimum 3 years’ experience in providing help desk support
Education
National Diploma in IT /BSc Degree.
Internal Liaison
All internal stakeholders
External Liaison
System service providers
Level of Decision Making
Decision-making is focused on immediate problem resolution, operational efficiency, and compliance with protocols, with minimal strategic influence.
Level of Problem Solving
Problem-solving at this level involves applying technical knowledge and customer service skills to resolve user issues efficiently and escalating when necessary.
Title: Application Support – Sandton
Company: Growthpoint Properties
Location: Sandton
