ICT Service Desk Officer - Application Support

About the role

The ICT Support Officer is responsible for providing effective first and second-level support across the organisation’s ICT environment, with a strong focus on the Dealer Management System (DMS), ERP platforms, and other core business applications. The role supports end users, assists with system administration, troubleshooting application and process issues, maintains data integrity, and works closely with internal departments and external vendors to ensure business systems operate reliably and efficiently. This position plays an important role in supporting operational teams, improving system usage, documentation, and assisting the business get better value from its technology platforms.

What you'll do

• • Provide day-to-day support for the organisation’s Dealer Management Systems, ERP platforms and other core business applications.
• • Troubleshoot user issues relating to system access, transactions, workflows, integrations, reporting, and data entry.
• • Assist users with navigating system functionality and resolving common operational issues.
• • Escalate complex DMS and ERP issues to vendors or senior ICT staff where required.
• • Monitor unresolved application issues and follow up with users, vendors, and internal stakeholders.
• • Support system updates, patches, configuration changes, and release testing as required.
• • Assist with user acceptance testing for changes, enhancements, and new functionality.
• Maintain an understanding of key business processes supported by the DMS and ERP
• systems.

Requirements

• Experience in ICT support, service desk, application support, or business systems support.
• Experience supporting ERP, DMS, or other business-critical systems.
• Strong data analysis, troubleshooting and problem-solving skills.
• Good understanding of Microsoft 365, Windows desktop environments, laptops, printers, and mobile devices.
• Exposure to Dealer Management Systems.
• Exposure to ERP platforms
• Ability to support users with varying levels of technical knowledge.
• Strong communication and customer service skills.
• Ability to document issues, resolutions, and support procedures clearly.
• Strong attention to detail, particularly when working with system access and business data.
• Ability to manage competing priorities and follow support processes.
• Good Cyber Security principles understanding

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