Application Support

Description:

Function

Provide Embrace support.
Collect, analyse, interpretate, and present BI data to Senior Management.
Provide support on the inhouse PIM system (Product Information Management system).


Duties and Responsibilities:

Application support
Provide first line technical support; answering support queries via phone and email.
Maintain a high degree of customer service for all support queries and adhere to all service management principles.
Embrace assistance and support including the following: ” Daily end of day process
Month-end process
Daily systems day-end checklist
Month-end systems checklist
Take ownership of user problems and be proactive when dealing with user issues.
Log all calls on the call-logging system.
Support and maintain call-logging system.
Respond to enquiries from staff members and help them resolve application problems.
Maintain a log of any software problems detected and escalate the issues to the Department Manager.
Arrange for external technical support where problems cannot be resolved in house. Investigate user problems and needs, identify their source, and determine possible solutions.
Participate in the implementation, installation, and testing of applications software.
Assist in managing database projects.
Maintain confidentiality regarding information being processed, stored or accessed on the company network.

Data Collection Methods:

Extracts from available transaction processing database.
EXtracts from other source data provided by various industry institutions.

Data Cleaning and Preparation:

Preparing data for analysis. This includes cleaning and transforming raw data to make it suitable for statistical modelling. This step can involve handling missing data, correcting errors, and standardising variables.

Requirements:

Qualifications & Experience:

High School Diploma (Gr 12/National Senior Certificate) or equivalent.
Previous IT helpdesk experience.
Proficient in Excel (Pivots).
Strong problem-solving and analytical thinking.
Ability to communicate complex data insights clearly.
Report writing skills.
Experience with import and exporting of data.
Accurate and excellent attention to detail.
Confidential and trustworthy.
Ability to respond quickly to ad hoc projects.
Ability to meet pre-determined deadlines and to work under pressure.
Embrace ERP knowledge and experience (beneficial).
Power Query and DAX knowledge (beneficial).
Knowledge of system API's and the impact thereof on Company data (beneficial).