First Line Support Specialist

Qualifications & Experience Appropriate 3/4 year IT qualification (Computer and Information Science, Management Information Systems, Information Technology, Computer Engineering, Computer Programming) Demonstrates extensive abilities and/or a proven record of success as a team member in improving and managing the productivity of technology processes and business processes by creating automated workflows to replace manual workflows including the following areas: Interpersonal and communication skills Problem-solving skills Planning & Organizing skills Time management Excellent technical knowledge Documentation skills

First-Line Support and Query Handling Act as the first contact for GGI system support queries from business users, brokers and other external users. Make sure all requests are logged on the correct tool, such as Jira or Azure DevOps. Resolve simple and common queries, including user errors, navigation questions and known workarounds. Guide users to follow the correct support process. Issue Assessment and Escalation Check each request and confirm whether it is a user, process, access, data or system issue. Send valid issues to the correct Business Analyst, IT or Data team. Include clear details, screenshots where needed, business impact and priority. Follow up on escalated items until they are resolved or closed. User Access, Guidance and Training Help support user access with ticket logging for GGI systems, including Codeplex where required. Manage the user access sign-off process and issue or control broker passwords in line with POPIA requirements. Show users the correct way to use the system when errors occur. Work with training resources to arrange system training where needed. Create and maintain simple user guides, support notes and answers to common questions. Share useful knowledge with users and support teams to reduce repeat queries. Assist with testing user functions when required. Reporting and Improvement Track open, overdue, resolved and escalated support items. Report on support volumes, common issues and turnaround times. Identify repeat issues and complete basic root cause analysis. Recommend system fixes, process changes, training or simple user guides to reduce repeat issues.