IT Technical Support Analyst - Randburg, South Africa - Boardroom Appointments

Boardroom Appointments

Verified Company

Randburg, South Africa

3 weeks ago

Posted by:

Thabo Mthembu

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Duties and responsibilities:

1st Line IT support for Application Support
Incident management for Application Support (SMAX)
Logging and tracking of incidents, changes and requests
Receiving incoming queries from multiple sources, assigning and tracking queries
Proactively monitor and manage SLA and OLA on all incidents
Ensure that business incidents and requests are resolved within the SLA / OLA timeframes
Manage 3rd line escalations (Demand and vendor escalations)
Manage business escalations to Application Support
Identification and escalation of reoccurring problems and incidents
Call journey management of high priority calls
Ensure that all incidents and service requests are assigned to the appropriate teams Application Support
Internal reporting for Application Support
Drive operational issues and escalated issues through to resolution
Drawing up performance reports by request.
Provide a high quality and standard of Application Support to the business
Assist with On-TheJob boarding for all new Support staff
Maintain shifts and standby scheduling
Day-ToDay operational status reporting of the production systems
Manage contractors HR, housekeeping, and Payroll submissions to the individual contracting houses.
Support management with miscellaneous administrative duties