- Accountable to achieve exceptional service and support of all Seidor applications and associated systems - Assistance in root cause identification and solution to assist the team on timeous resolutions- Collaborating with Support Team, Technical Account Managers, Development Team and Consulting Teams- Establishing and maintaining best practices through the entire support process- Ensure tasks are addressed before escalations are carried out, or at least raise the awareness of… Show more - Accountable to achieve exceptional service and support of all Seidor applications and associated systems - Assistance in root cause identification and solution to assist the team on timeous resolutions- Collaborating with Support Team, Technical Account Managers, Development Team and Consulting Teams- Establishing and maintaining best practices through the entire support process- Ensure tasks are addressed before escalations are carried out, or at least raise the awareness of the Customer concern so proactive approaches can be taken - Manage SAP Incidents and ensure continuation of the process till task completion- Ensure appropriate and professional support is provided by the team both local and international clients- Vet escalations of tasks to TAM for valid quoting and consulting requirements- Generate weekly, monthly reporting based on tasks on the Support Desk- Work with Project Managers and Consultants to ensure effective and complete handover of new Customers to the Support team- Ensure that the Support que is always under control- Ensure that the support calls are addressed and resolved within set service levels- Motivate knowledge transfer between Consulting and Support Teams- Assistance in managing the External Development Team- Seidor License renewals- Freshdesk Administration- Introducing the Customer to the Freshdesk experience Show less

Developing a high level of understanding of the full suite of SAP Business One components and complementary solutions and technologiesEnsuring that the SAP Business One team adhere to customer Service Level Agreements by escalating issues where appropriate to senior members of the team or required Developing TeamInstall, configure and optimise SAP Business One applications and solutions on variety of client environments Minor Adjustments to layouts Carrying out initial logging… Show more Developing a high level of understanding of the full suite of SAP Business One components and complementary solutions and technologiesEnsuring that the SAP Business One team adhere to customer Service Level Agreements by escalating issues where appropriate to senior members of the team or required Developing TeamInstall, configure and optimise SAP Business One applications and solutions on variety of client environments Minor Adjustments to layouts Carrying out initial logging, research and, where possible, resolution of customer queries Troubleshoot Post implementation issuesProviding telephone & email support and guidance to Business One customersCommunicate and develop positive relationships with a wide variety of clients Show less

SUMMARY OF EXPERIENCE - Implementations Consulting, Information System Support and Support Team Lead- Technical Project Management- Efficient delivery of service to users and clients- Manage communications, escalations and expectations of the clients- Translate End user requirements to Applications/ Development requirements- Consult and provide assistance to Software Developers and liaise with consultants and developers in resolving problems with various software… Show more SUMMARY OF EXPERIENCE - Implementations Consulting, Information System Support and Support Team Lead- Technical Project Management- Efficient delivery of service to users and clients- Manage communications, escalations and expectations of the clients- Translate End user requirements to Applications/ Development requirements- Consult and provide assistance to Software Developers and liaise with consultants and developers in resolving problems with various software products.- Manage Patch releasing – from Development to QA Testing, UAT Testing and Go Live- Testing of applications and regression testing- Providing Test Cases as a result of tests done- Documentation, Process Mapping, UX, Implementing, Testing, Change Control, Support- Solution Verification and User Training- Business writing and facilitation skills- Researching technologies that will benefit the company- Maintain effective change management policies and practices Show less

- General Application set-up, Configuration and Integrations- Provide 1st and 2nd line Application Support, telephonically and remotely- Document Process Flows- Assist in Solution Verification on Applications Delivered by Project Team- Assisting in Documenting Technical Specifications and requirements to assist in projects- Assist with Process Modelling - Liaise with 3rd Party Vendors on any application issues.- Deliver Application training to users regarding their… Show more - General Application set-up, Configuration and Integrations- Provide 1st and 2nd line Application Support, telephonically and remotely- Document Process Flows- Assist in Solution Verification on Applications Delivered by Project Team- Assisting in Documenting Technical Specifications and requirements to assist in projects- Assist with Process Modelling - Liaise with 3rd Party Vendors on any application issues.- Deliver Application training to users regarding their involvement in the applications supported- Identify user training needs on all applications and ensure relevant application support is notified- Provide efficient and timeous service to users and ensure that an above average rating is achieved- Ensure that Uptime of allocated servers is above 95%- Ensure that appropriate security is applied to Users in their respective applications- General Application set-up, Configuration and Integrations- Provide 1st and 2nd line Support, telephonically and remotely- Document Process Flows- Working with Business users and documenting process -improvement options and alternatives as directed Show less