Helpdesk Support Specialist - Contract

KEY RESPONSIBILITIES • Ensure all requests are properly logged, categorised, tracked, followed up end-to-end, resolved, and closed. • Build and maintain a knowledge base (with solutions) consisting of updated FAQs, case studies, processes, and procedures. • Attend to Authority/users' calls and emails; analyse and resolve requests over the phone or email where applicable, using FAQs to identify the cause of problems and provide speedy responses. • Locate specific types of requests logged by specific users, or extract information to support audit queries when requested by the Authority. • Disseminate information related to systems, including system downtime notices, user communications, software-provisioning instructions, and system enhancements. • Provide a Helpdesk Queries Analysis Report that categorises and trends queries, and proposes improvements to reduce recurrence of significant or similar queries. • Maintain, review, and improve helpdesk management procedures when requested by the Authority. REQUIRED COMPETENCIES • Good knowledge of information technology, especially in the areas of SAP HCM ERP. • Strong writing and verbal communication skills. • Good team player, responsible, and conscientious. • Resourceful, independent, responsive, and pro-active. • Strong interest in investigating and identifying the root causes of issues, with the ability to propose solutions to rectify them. REQUIRED WORKING EXPERIENCE • At least 2 years of working experience in information technology. • Experience in SAP HCM ERP is preferred. EDUCATION QUALIFICATION At least a Diploma or Degree in one of the following disciplines: • Computer Science • Information Systems • Science or Engineering • Or an equivalent qualification