Application Support Analyst (Durban)

We Want You:

Yes, we’re looking for you: an Application Support Analyst, who will identify and resolve problems relating to BET Software’s systems operation, implementation, functions and upgrades. You will create product problem reports, perform troubleshooting, and either create, or take action based on standard operating procedure documents (SOP’s), as required for each issue. 

 

You Bring:

  • At least 2-3 years’ experience on an IT service desk;
  • Preferred qualification in IT: Computer Engineering OR Software Programming (degree or diploma);
  • Good written and verbal communication skills;
  • Strong attention to detail;
  • Experience in ITIL Foundation is advantageous;
  • SQL experience is advantageous.

 

What You’ll Do:

  • Choose, refine, and establish metrics to be used as a baseline for monitoring;
  • Identify the proper escalation procedure and execute when deviations occur;
  • Escalate if reports/incidents are not resolved within the time span agreed;
  • Ensure storage and archiving processes are functioning correctly;
  • Serve as a first point of contact for customers seeking technical assistance over the phone, live chat or email;
  • Ensure each individual complaint is properly dealt with, minimising financial and reputational damage;
  • Holistically assess customer problems so areas of concern may be identified;
  • Determine the best solution to the problem, and the information provided by the customer is accurate;
  • Walk the customer through the problem-solving process;
  • Actively seek to provide as much information as possible to the support Team within the shortest time;
  • Identify areas of improvement and recommend improvements;
  • Identify the need for new SOP’s or SOP updates;
  • Provide support to operational Teams and support the solutions being delivered;
  • Ensure newly deployed solutions are closely monitored for an agreed period;
  • Provide impact analysis for defects and roll-back events.
  • Maintain application systems which have completed development and are in the operations phase;
  • Manage, maintain, and support applications and their operating environments;
  • Assess risk, and impact of production issues/changes and escalate to the business and development Teams.
  • Perform debugging on logs/databases/code;
  • Adhere to development practices and guidelines;

 

The Company We Keep:

At BET Software, we don’t just recruit talent, we cultivate it. Our learning and development programmes, our various opportunities for growth, and our well-deserved incentives are what keep our All-Star Team the best amongst the rest.

 

Please note that only Team members who meet the stipulated minimum requirements will be considered. Please note if you have not been contacted within 30 days, kindly consider your application to be unsuccessful.