Job Description

esponsibilities: Ensure a timeous and effective response to first line support queries and problems to resolve issues arising from the use of applications, escalating these where they cannot be resolved. Analyse trends in incidents reported and resolved to provide insights to developers and the IT team management on areas of concern or repeated problems within applications or systems. Document the process applied and resolution used to resolve incidents to maintain a library of knowledge to be shared with support and IT team management. Ensure incidents are resolved as per SLA. Ensure User Access to and Master Data in all applications are managed accurately and on a timely basis. Proactively review respective applications, systems and processes to highlight and ensure the mitigation of any risks. Address risks identified and raised by internal and external audit on a timely basis. Ensuring compliance with best practice and standards. Build a sustainable working relationship with customers to ensure good customer service.