IT Support - Software

PURPOSE OF JOB:

The Software Support Analyst provides assistance, advice, and solutions for computer software problems (e.g., Prosper, E-connect, Mobile APP), investigating problems, identifying their root causes, and suggesting solutions and/or pathways to users.

KEY RELATIONSHIP:

• External Stake Holders: Vendor/ Service Provider
• Internal Stake Holders: CO Departments, Infra Team, Legal Team, CEOs Office, HODs, HR Team, In-house Maintenance Team.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Handle software-related requests for assistance
• Monitor Indel Insight and provide timely support for branches.
• Ensure 24/7 up time for online platforms like Internet banking application and mobile APP.
• Trouble shoot online payment issues with payment gateway / bank.
• Troubleshoot software (Core banking system) and identify root causes of software issues.
• Analyse software related issues and propose solutions.
• Fix software problems and test (UAT) solutions prior to implementing them.
• Obtain and log branch feedback for the purpose of process improvement.
• Document software support activities thoroughly, accurately, and in a timely manner
• Make decisions quickly, sometimes with limited information.
• Prepare Training materials and perform training as assigned.
• Review work log, user feedback periodically with supervisor and other analysts and technicians, to identify and act on opportunities for improvement.

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