Systems Administrator Finance Applications And Businesss Systems at ADvTECH

Job Description

Overall Purpose of the Job (Please provide a summary of why the job was created and what the main responsibilities are)

• 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.

Education (Formal Qualification required)

• Certificate / Diploma in IT/Finance
• ITIL
• IT/Finance Degree / Diploma in IT/Finance
• D365 system experience
• ITIL
• Exposure to Finance Cycles
• Service Desk & Call Logging
• Resolving the logged call if you have the ability to do so alternatively escalate to application support, infrastructure, BPA or Development

Call Logging

• Log call on Services Desk within SLA , accurately populating all call details
• Log calls with External Companies as required
• Classify, prioritise & assign all logged calls
• Log and administer incidents, problems, change requests & service requests
• Escalate calls to higher support or to External Companies

Call Update

• Following up and updating calls on Service Desk

1st Line Support

• Resolve as many logged calls as possible before escalation/within SLA
• Awareness of all Incidents, problems & Changes on Service Desk and their priorities
• Service Desk Reporting
• Assist in Service Desk Reporting (daily, weekly , monthly)
• Evaluate and Train Service Desk team members to ensure that 1st line call resolution is achieved
• Knowledge Management
• Assist in Commission, produce & administer Knowledge base articles arising from calls, applications and systems support