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Lead Application Support Agent

Senwes is seeking the services of a Lead First Line Support Agent. The successful candidate will be responsible to Lead, Co-ordinate, Participate with Technology First Line Service Support Staff and participate in the
Analysis, Identification, Planning, Fulfilment and/or Remediation of Service Support Requests according to
predefined Customer and Service Delivery Partner Service Levels.

Reference Number: GC-5346
Closing Date: 14 January 2022
Company: Senwes
Location: Head Office Klerksdorp
Department: Information Services (Information Technology)

WHAT YOU'LL NEED:

* ITIL Certification will be preferable
* A very high level of experience in Customer Service, IT Application Support
* Experience in Operational management, DevOps.
* SAP and Database experience will be an advantage
* Safex knowledge/experience will be an advantage
* 3rd Party System integration into SAP knowledge/experience will be an advantage

WHAT YOU'LL BE DOING:

* Employee Management: People leadership
* Collaborate with Business in creating Business Value propositions to enhance / improve applications
* Trend Analysis and Problem management, Root Cause Identification of the required fulfilment to ensure that issues do not re-occur.
* Support the Service Partners and drive the engagement with the Application Subject Matter Experts.
* Manage SLA's (Service levels Agreements) delivery and OLA's (Operational Level Agreements) delivery as part of the IT Strategy
* Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels
* Creating / change / enhancement of Standard Operating Procedures for Service Management
* Create, manage and evolve Policies, Processes and Procedures
* Ability to create, manage and transfer knowledge within the team
* Trend Analysis and Problem management, Root Cause Identification of the required fulfilment to ensure that issues do not re-occur.
* Establishing and maintaining excellent working relationships with the Business and Service Partners
* Prioritizing and Managing workload effectively, managing several open Incidents and mini projects simultaneously (capacity management).
* Grow the business and improve the use of technology in alignment with the Strategic roadmap of Senwes IT and Business
* Monitoring and Reporting of Service Delivery to Management and Business
* Ongoing documenting and recording of actions undertaken to resolve issues (Knowledge base management CMDB)
  • We are committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age or other legally protected status.
  • Kindly note that a consumer credit record will be requested in respect of all appointments which involve dealing with cash or finances.
  • Should you meet the above requirements and be of the opinion that you can make a contribution to the company, kindly register and apply on our Career Page at www.groupcareers.co.za
  • Should we not have contacted you within six weeks of the closing date, you may assume that your application has been unsuccessful.




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