Service Desk Analyst TeamMate

Management Level

Job Description & Summary

Focused on relationships you are building meaningful client connections and learning how to manage and inspire others. Navigating increasingly complex situations you are growing your personal brand deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients and to deliver quality. Embracing increased ambiguity you are comfortable when the path forward isnt clear you ask questions and you use these moments as opportunities to grow.

Examples of the skills knowledge and experiences you need to lead and deliver value at this level include but are not limited to:

• Respond effectively to the diverse perspectives needs and feelings of others.
• Use a broad range of tools methodologies and techniques to generate new ideas and solve problems.
• Use critical thinking to break down complex concepts.
• Understand the broader objectives of your project or role and how your work fits into the overall strategy.
• Develop a deeper understanding of the business context and how it is changing.
• Use reflection to develop self awareness enhance strengths and address development areas.
• Interpret data to inform insights and recommendations.
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firms code of conduct and independence requirements.

Job Purpose:

Responsible for providing 1st line support of the TeamMate Audit Management System Controls Management tool and Analytics tool for internal auditors (external customers) and internal teams (sales consultants etc) in Southern Africa

Acquiring and providing in-depth knowledge of the TeamMate software technically and functionally to assist TeamMate clients in implementation migration configuration and on-going support on TeamMate product suites (TM TMA and AM)

Ability to resolve technical problems and app workflow issues through detailed assessment logical process and high attention to detail.

Responsibilities:

Primary: Resolve all technical and product related issues reported by users via e-mail telephone and remote access.

Create maintain and progress all support calls using internal support tracking system (salesforce) for issue resolution and tracking.

Contribute to the richness of the in-house knowledgebase with up-to-date solutions

Test and identify defects by documenting in the tracking system for the attention of the development team.

Provide operational and installation support of Windows desktop and TeamMate applications along with technical support to internal sales and training efforts.

Liaise with internal escalation development and functional teams for issue resolution

Additional:

Participate in TeamMate user conferences with the provision of client technical training and support Q&A.

Participate in preparation of hardware/software in lead up to forum meetings and sales conferences.

Participate in system or acceptance testing of new releases of the software received from the development team.

Experience and Skill Requirements:

Qualified Candidates Must Possess:

Understanding of core concepts involved in networking operating systems and web servers

Ability to identify and troubleshoot software usage in varied environments Experience in handling mission critical applications operating in large/complex IT infrastructures

Solid understanding of SAAS solutions (Cloud)

QA skills - Issue Reproduction Configuration of Systems

Ability to read and understand code at a basic level

Ability to troubleshoot and configure Windows OS Windows Server and Windows Web Server (NTFS permission folder structure maintenance)

Minimum of 2 years of experience working with IIS 6 or higher demonstrate the ability to add web sites or create virtual directories configure HTTP handlers (ISAPI ) and set NTFS permissions

Experience with SQL Server database expertise level must include database backup and restore ability to write SQL statements (select update delete insert joins) ability to capture problematic queries using SQL Profiler-

Understanding of concepts such WCF WPF Web Services as related to applications and their configurations

Experience or knowledge of SSL and load balancers

Solid understanding of relational database schema and concepts required

Familiarity of popular web browsers (IE Chrome) and underlying settings

Experience with tools such as regedit procmon wireshark fiddlercap and SQL profiler.

IT Security knowledge

Some clients have limited technical knowledge and do not have English as their first language. English fluency in business and IT language is essential.

Desirable Skills:

Programming Language Order of Preference: SQL

(C# or ) XML/HTML C

Experience using Debug Tools a plus

Experience with development environments such as Visual Studio

Knowledge in Vcentre/VMWare

Additional language skills in major EMEA languages would be a plus.

Industry certifications such as CompTIA Microsoft Certified Professional etc. Powershell scripting

Personal Attributes:

Candidate must be a motivated self-starter with the ability to manage their time.

Willingness to learn ability to learn and grow into any skill mentioned above that they do not already have.

Ability to work independently without supervision and as part of a team.

Able to perform well under pressure.

Highly motivated to succeed with a strong customer service focus.

Building internal and external relationship networks.

Ability to think outside the box

Creative thinking

Travel Requirements

Available for Work Visa Sponsorship

Job Posting End Date