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Job Summary
 Level 1 Support Agents Junior Resources (1-2 yearâ€s working experience) 4 English Speaking, 2 English and Portuguese Speaking – Basic Skills Shift Requirement – resources will be divided into shifts to cover 12x7 100% on site in Belville Basic IT Support Skills (Systems not desktop), ITSM process experience will be beneficial Perform activities based on Guides Provided Interact directly with End-Users of the systems Expanded duties: System Health check (e.g. backups, server health, integration reporting) End user support triage and escalation to L2 users Simple user requests (e.g. over the shoulder support, FAQs) Service Request processing (e.g. User onboarding) System personlisation (e.g. search filters) Respond to end user queries (e.g. access level queries, reporting, user-level incidents) Respond system event alerts, log faults (e.g. System performance incidents) Usability checks (e.g. system responsiveness) Create problem records (e.g. for repeat incidents) Data Quality checks (e.g. foundation data validation) Integration reporting (e.g. ticket status alignment) User attestation reports Skills System Health check (e.g. backups, server health, integration reporting) End user support triage and escalation to L2 users Simple user requests (e.g. over the shoulder support, FAQs) Service Request processing (e.g. User onboarding) System personlisation (e.g. search filters) Respond to end user queries (e.g. access level queries, reporting, user-level incidents) Respond system event alerts, log faults (e.g. System performance incidents) Usability checks (e.g. system responsiveness) Create problem records (e.g. for repeat incidents) Data Quality checks (e.g. foundation data validation) Integration reporting (e.g. ticket status alignment) User attestation reports
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