Main Purpose:

Systems Administration, Integration Development Projects, aligning systems and operational processes, optimising, and streamlining operational processes.

Key Responsibility Areas:

Provide optimized Level 1 support to users within EMEA region;
Assist users with matters relating to Business Applications;
Manage, prioritize, and multi-task to resolve tickets within the SLA, policies and procedures set;
Efficiently log, manage, escalate, and resolve all issues and interactions in an efficient manner -- dealing with cases from inception to completion;
Identify any operational gaps and contribute ideas to establish processes that ensures Operational Excellence in IT Service Management;
Act as a subject matter expert in delegated areas and provide solutions to various business functions or stakeholders;
Provide input on specialized training needs;
Engage with the company stakeholders to propose IT Solutions and improve the business flow as required;
Update Knowledge Base (for both internal IT Support and User reference) and provide training and knowledge sharing with end-users where required;
Take responsibility for projects as per the assigned timeline and deliverables

Knowledge & Experience:

Matric or Senior Certification equivalent
A minimum of 1 year working experience in the related field;
Proficient in English – written and verbal communication skills;
Computer literate, has had exposure to or willing to learn about user support, troubleshooting systems and applications.
Skills & Attributes:

Good communication skills
Good time management
Must be able to work well in a team but also have the ability to work independently
Adaptability: Adjusting effectively to work with new structures, processes and requirements
Pleasant personality, resourceful, result-oriented & positive mind-set in servicing various stakeholders and business functions;
Respecting and promoting individual and cultural differences;
Professional and pleasant telephone or email etiquette