Helpdesk Analyst

Primary   Purpose   of   Position

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

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

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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)

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

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

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

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

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Maintain   relevant   information   in   the   SJGroup   Ticketing   application.

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

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

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Ensure   Service   Level   Agreement   and   Standard   Operating   Procedures   are   met.

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