Helpdesk Analyst

Primary Purpose of Position

• Acting as the team’s Officer-in-Charge in the absence of the Senior Analyst and Helpdesk Team Lead.

• Provide quality front line application support to the SJgroup business for extended operatinghours.

• Relieve the workload of corporate resources and improve their capabilities to deliver better results to the business

Key Responsibilities

(Under the leadership of the Helpdesk Team Lead, the following are expected in the role)

• Assist in coaching and mentoring Associate Help Desk Analysts to achieve team and individual performance standards and metrics.

• Respond to telephone calls, personal requests and emails requesting help relating to access to SJgroup.

• Respond to telephone calls, personal requests and email requesting help with the use of SJGroup Enterprise and the Portal.

• Identify critical system and network issues, escalate and liaise to the Senior Helpdesk Analyst, Helpdesk Services Manager or second level technical support until resolution.

• Maintain relevant information in the SJGroup Ticketing application.

• Prepare guides and documentation in relation to the identification and resolution of application support issues.

• Participate in system testing, UAT (User Acceptance Testing) and implementation process for enhancements and issue resolutions in SJGroup.

• Ensure Service Level Agreement and Standard Operating Procedures are met.