Business Support

• Manage daily support calls logged into the helpdesk and resolve within 24-48 hours
• Escalate calls outside user authority levels, following appropriate governance procedures
• Redirect unresolved calls to relevant business areas after thorough troubleshooting
• Troubleshoot with users ensuring call outcomes are satisfactory and signed off by initiators
• Highlight areas of failure or improvement and provide feedback to business
• Ensure users have appropriate access to all required modules within applicable rules of engagement

System Operations

• Proactively identify system-related issues affecting users on platforms
• Highlight system issues to development team and business analyst for investigation
• Identify training needs on platforms within the channel
• Plan and attend to all training requirements logged by franchise channel
• Maintain user access to systems (adding new users, modifying user access, deleting dormant users)
• Test new, improved, or changed system items
• Adhere to governance and change control procedures

Franchise Support

• Respond to all helpdesk tickets in a professional manner within agreed turnaround times
• Maintain adequate skills to support channel across all platforms
• Manage suggestions from channel for areas of improvement
• Publish system-related notifications when requested

Admin Support

• Assist with administration activities handled by the Business Analyst
• Attend workshops to refine procedures affecting Athena and the franchises
• Review Standard Operating Procedures before publishing to stakeholders
• Coordinate tasks within projects during execution phase and update information sheets

Training Facilitation

• Identify training needs through activation of new users within franchises
• Facilitate training workshops on-site and virtually within the franchise channel

• Deciding and initiating action
• Adhering to principles and values
• Writing and reporting
• Applying expertise and technology
• Planning and organising
• Following instructions and procedures
• Adapting and responding to change
• Working with people
• Presenting and communicating information
• Coping with pressures and setbacks

Qualifications:

• Matric (Essential)

Experience:

• Minimum of 5 years' work experience in support and/or operations
• Experience working on AS400 (Essential)

Skills:

• Strong troubleshooting and problem-solving abilities
• Excellent communication and interpersonal skills
• Ability to provide training and user support
• Proficiency in system user access management
• Customer service orientation with attention to detail