1st line support

The Role

This is a fantastic opportunity for a Helpdesk Analyst to join an expanding team and play a key role in supporting a range of business application initiatives across this dynamic and rapidly growing organisation.

You will provide a single point of contact to the organisation for all business application related queries, issues and incidents. This busy and varied support role will involve working to a ticketing system and SLAs, providing remote support for a wide-range of business applications and users.

Role Responsibility

• Provide first line support for any business application queries, issues and incidents
• Utilising a ticket management system, provide support via multiple communication channels
• Quickly and accurately determine incident scope and impact
• Identify and escalate situations requiring urgent attention
• Follow up and provide updates at predetermined intervals
• Track issues to resolution, ensuring timely and appropriate ticket closures
• Create user accounts and perform password resets
• Maintain user accounts including rights, permissions and groups
• Support the implementation of business application initiatives
• Support with on-going user training
• Create and maintain up to date systems and process documentation
• Performing general housekeeping duties and administrative tasks
• Ensure excellent customer service

Who You Are

The successful candidate should be a highly motivated team player, with a positive attitude. You should be a customer focused individual who has previous experience in a support role. You must also possess excellent communication skills, a strong willingness to learn and the ability to take direction are key attributes for the position.

You must exercise good time management and the ability to prioritise. The role requires a ca