Helpdesk Analyst

Key Responsibilities

• Assist in coaching and mentoring Associate Helpdesk Analysts to achieve team and individual performance standards and metrics.
• Respond to telephone calls, personal requests and emails requesting help relating to access to SJ Group.
• Respond to telephone calls, personal requests and email requesting help with the use of SJ Group Enterprise and the Portal.
• Identify critical system and network issues, escalate and liaise to the Senior Helpdesk Analyst, Helpdesk Services Manager or second level technical support until resolution.
• Maintain relevant information in the SJ Group Ticketing application.
• Prepare guides and documentation in relation to the identification and resolution of application support issues.
• Participate in system testing, UAT (User Acceptance Testing) and implementation process for enhancements and issue resolutions in SJ Group.
• Ensure Service Level Agreement and Standard...