ICT Support

Job description

Technical Support

• Provide first-line technical support for ALIS-related issues and user queries.
• Log, track, and manage client support tickets through to resolution.
• Troubleshoot and diagnose reported problems, escalating to developers where necessary.
• Monitor system usage patterns and report recurring issues to the development team.

Client Training

• Schedule and conduct training sessions with clients on new ALIS features as they are released.
• Plan and deliver retraining sessions on existing features to reinforce correct usage.
• Prepare and maintain training materials, user guides, and reference documentation.
• Record training attendance and assess client comprehension after each session.

Client Engagement

• Hold regular scheduled meetings with assigned clients to review system usage and identify challenges.
• Document client-raised issues, feedback, and improvement suggestions.
• Provide clients with updates on outstanding issues, pending developments, and system changes.
• Maintain a log of client interactions and action items.

Information Relay

• Relay detailed and accurate client feedback to the development team.
• Track the status of reported issues and communicate progress back to clients.
• Notify clients in advance of scheduled maintenance, system updates, and new feature deployments.
• Ensure all client communications are documented and traceable.

Business Requirements & Analysis

• Elicit business requirements from clients during meetings and support interactions.
• Document requirements in a structured format for review by the development team.
• Assist in prioritising client requests in consultation with the Product Manager.
• Participate in user acceptance testing to verify that delivered solutions meet client needs.