Function
- Provide Embrace support.
- Collect, analyse, interpretate, and present BI data to Senior Management.
- Provide support on the inhouse PIM system (Product Information Management system).
Duties and Responsibilities:
- Application support
- Provide first line technical support; answering support queries via phone and email.
- Maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Embrace assistance and support including the following: ” Daily end of day process
- Month-end process
- Daily systems day-end checklist
- Month-end systems checklist
- Take ownership of user problems and be proactive when dealing with user issues.
- Log all calls on the call-logging system.
- Support and maintain call-logging system.
- Respond to enquiries from staff members and help them resolve application problems.
- Maintain a log of any software problems detected and escalate the issues to the Department Manager.
- Arrange for external technical support where problems cannot be resolved in house. Investigate user problems and needs, identify their source, and determine possible solutions.
- Participate in the implementation, installation, and testing of applications software.
- Assist in managing database projects.
- Maintain confidentiality regarding information being processed, stored or accessed on the company network.
Data Collection Methods:
- Extracts from available transaction processing database.
- EXtracts from other source data provided by various industry institutions.
Data Cleaning and Preparation:
- Preparing data for analysis. This includes cleaning and transforming raw data to make it suitable for statistical modelling. This step can involve handling missing data, correcting errors, and standardising variables.