Key Responsibilities
- Respond to client requests for technical assistance in person, via phone and electronically.
- Diagnose and resolve technical hardware and software issues.
- Log all help desk interactions using the help desk ticketing system.
- Seek to resolve all support issues when reported; however, in case of inability to resolve the issue, the S-SSA can escalate to the Head of Support Services who shall coordinate with Head of Technical Services.
- Inform management/Head of Support Services of recurring problems.
- Stay current with system information, changes, and updates.
- Follow up with customers, provide feedback and see problems through to resolution.
- Utilize excellent customer service skills and exceed customers’ expectations.
- Preserve and grow your knowledge of help desk procedures, products, and services.
- Participate in the design, development, and implementation of IT Projects.
- Ensure automatic backups have been configured at client sites by advising the client technical lead (ICT Manager).
- Provide feedback to the product development team on recurring system issues and proposed amendments to the system design.
- Assist the implementation and development teams on ongoing projects depending on delivery priorities and deadlines.
- Identify any cross and up sale opportunities for all existing clients
- Any other duty as may be assigned from time to time, including outside working hours, location, and environment.
Key competencies
Academic and professional Qualifications
- At least a bachelor’s degree (Computer Science/Information Technology/BBIT/Software Engineering)
- At least one to two years’ experience, pr eferably as Techno functional consultant with skills in System Development.
- Possess at least one software development certification and/or relevant training in solution development.
Essential Skills
- Ability to stay on the leading edge of system development, functional consultancy, and project delivery practices (multi-skilled capabilities that mix implementation and system Development.
- Excellent analytical & problem-solving skills
- Must be a methodical and pragmatic problem -solver who focuses on providing solutions using the simplest and most cost -effective approaches,
- Extensive knowledge of enterprise software applications, databases, programming languages/platforms such (CAL, AL, C#, Java, .NET, web programming, etc.)
- Experience with SDLC development processes (Waterfall, Agile, Lean) and tools such as (Jira, Confluence, Rally, Git)
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