Systems Administrator-Applications and Business Systems

at  ADvTECH

KNOWLEDGE MANAGEMENT

• Assist in Commission, produce & administer Knowledge base articles arising from calls, applications and systems support

OTHER SPECIAL REQUIREMENTS

Ability to work in Virtual Teams and Remote Teams
User experience with Dynamics 365

Responsible for the timely and effective response to IT/System user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for basic problem resolution for new and existing systems and provides basic telephonic training on these systems when required. May manage the incident to completion.
Ensures that optimum relations with clients are established and maintained. Ensures that agreed standards in respect of length of call, wrap-up time, log-on time and completion of correct code system and database are maintained. In a sales oriented centre, maximises cross selling opportunities and ensures that targets are attained. In a Service Centre / Help Desk function provides first-line support for user enquiries on problems relating to hardware and software products installed, responds timeously and effectively to IT user queries and problems through logging of problems reported and the co-ordination of rapid and appropriate responses. This includes: basic training for the user, assisting the user to resume normal operation, channelling requests for help to appropriate functions; monitoring progress, and keeping users appraised.
The maintenance of an inventory of equipment supported by the Service Desk / Help Desk together with logs of user details, problems and resolutions, for administration and planning purposes.

Provides service on a shift basss for:

• Weekdays up 12 hours (06:00-18:00)
• Saturdays up to 6 hours (08:00-14:00)
• Sundays up to 4 hours (09:00-13:00)
• Resolve Help Desk Calls