Responsibilities<\/p>\n
Job Responsibilities:<\/p>\n
Leading the IT Application Support Team<\/p>\n
\tProvide daily direction and communication to team members to ensure App Support tickets are answered in timeously, and efficient manner.\u00a0
\n\tAssist the team in resolving complaints and escalations from end users and management.
\n\tAdminister customer service duties such as quality analysis on call and ensure fast turnaround time on ticket resolution.
\n\tOversee the tickets to completion.
\n\tConduct scrum meeting with the IT App Team as the Lead.\u00a0
\n\tProvide team with effective and efficient troubleshooting methodology to ensure efficiency of the team.
\n\tBe the point of contact for all time and attendance issues the team member might have.\u00a0
\n\tInterface, when necessary, with stakeholders or 3rd party vendors to obtain any assistance required.
\n\tEnsure correct entries are inserted into the IT Service Management Tool 4Me<\/p>\n
Technical Support and escalations<\/p>\n
\tProvide hands on day to day technical support for team members\u00a0
\n\tResponsible for all connectivity alerts and backup alerts
\n\tProvide basic training on core software and hardware used\u00a0
\n\tPoint of contact for customer complaints or escalations<\/p>\n
Building on KMDB & Documentation Reporting<\/p>\n
\tCompile technical standard operating procedures for all known errors\u00a0
\n\tCompile daily, weekly, and monthly reporting on IT Application Support statistics\u00a0<\/p>\n
Customer Centricity<\/p>\n
\tFeedback to customer on status of all unresolved escalated queries\u00a0
\n\tEnsure protection of all user\u2019s data in compliance with company policies\u00a0<\/p>\n
Continuous improvement<\/p>\n
\tEnsure adherence to policies and procedures by team members and to continuously evaluate for improvements\u00a0
\n\tEnsure attention is given to employee experience
\n\tFocus on a proactive approach rather than a reactive one
\n\tEvaluate, analyze and provide necessary recommendations for improvement to Leadership based on user feedback and technical observations<\/p>\n
Admin and technical assistance for ADHOC Infrastructure Projects\u00a0<\/p>\n
\tConstructively participate as a member of the wider IT Department\u00a0
\n\tUndertake any other tasks or once-off projects which may be assigned from time-to-time
\n\tDemonstrate professional skills and a high standard of integrity<\/p>\n
Living the spirit:\u00a0<\/p>\n
\tWe dare to be ourselves, valuing the unique qualities, perspectives, and strengths that each team member brings to the group.
\n\tWe firmly believe that teamwork makes the dream work. We work collaboratively, supporting each other and ensuring that we collectively achieve our goals.
\n\tWe approach every day as an adventure, embracing challenges and changes as opportunities for growth and innovation.
\n\tAs leaders, we take responsibility for the success of our team. We provide direction, support, and effective communication to ensure efficient handling of application support tickets.
\n\tWe prioritize customer satisfaction, addressing complaints and escalations promptly and professionally. We maintain a strong focus on delivering quality customer service.
\n\tWe provide hands-on technical support, training, and point-of-contact services for our team members. We ensure the connectivity, backup, and technical aspects of our systems run smoothly.
\n\tWe compile and maintain technical standard operating procedures and generate regular reports on application support statistics, ensuring efficient knowledge management.
\n\tWe communicate openly with customers, providing updates on unresolved escalated queries, and ensuring the protection of user data in compliance with company policies.
\n\tWe promote adherence to policies and procedures, focusing on continuous evaluation and improvement. We give attention to the employee experience and proactively seek solutions.
\n\tWe are committed to personal and professional growth, always seeking to expand our knowledge and skills to better serve our customers and the company.
\n\tWe value open and honest communication, sharing insights and feedback to promote trust and collaboration. We actively participate in debugging, adhere to development practices, and drive improvements.
\n\tWe are resilient in our pursuit of solutions, performing debugging and participating in retrospectives. We adapt to changing conditions and are resourceful in finding solutions.<\/p>\n
Qualifications<\/p>\n
Job Specification:<\/p>\n
\tDiploma or Degree in Computer Systems Advantageous
\n\tMicrosoft Technology Associate (MTA) or Microsoft Technology Associate (MCSA) Advantageous
\n\tMicrosoft Systems Engineer (MCSE) advantageous
\n\tExperience with Office 365 and Azure advantageous
\n\tITIL Foundation certification advantageous
\n\tAt least 1 years\u2019 experience in supervising or team lead within an Application Support desk \/ help desk environment, infrastructure remote support.
\n\tScrum Master \/ Project Management Training and Certification (Advantageous)\u00a0<\/p>\n
Apply Before 09\/30\/2025<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"BETSoftware","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"BETSoftware is one of the most diverse betting software providers in Sub-Saharan Africa, with a rapidly growing international footprint. Our multiskilled Team is responsible for providing advanced software solutions, while supporting incredibly high transactional volumes in a fast-paced industry, ma... read moreking BETSoftware a lively and engaging place to be. Our progressive use of technology enables our talented Team to work with the tech stack of their choice and we encourage an environment and culture that supports collaboration, learning and growth. We believe that our strength lies in our diversity and that Teamwork makes the dream work, a place where you can flourish amongst like-minded individuals. We are a dynamic group of people that stem from a variety of cultures, backgrounds and locations. While our head office is based in Umhlanga, South Africa, we have additional offices in Johannesburg and East London. We recruit talent throughout South Africa and Internationally.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[16],"job-types":[72],"class_list":["post-16980","job_listing","type-job_listing","status-expired","hentry","job_listing_region-kwazulu-natal","job-type-full-time-onsite"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/16980","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=16980"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=16980"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=16980"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}