Key Responsibilities
(Under the leadership of the Helpdesk Team Lead, the following are expected in the role)
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 a...