Platform Support Analyst

Acacium Group

Cape town, South Africa

Permanent, full time US hours between 3PM - 1AM SAST (working from home 7PM-1AM SAST)

R30,000 per month plus excellent benefits and bonus structure

Unlock your potential:

The Technology and Delivery team at Acacium Group is seeking a proactive and detail-oriented Platform Support Analyst to join the Platforms Support Team. In this role, they will be responsible for supporting and maintaining a range of systems across the Acacium Group, ensuring alignment with agreed Service Level Guidelines (SLGs). They will also be tasked with keeping core platform documentation accurate and up to date.

The successful candidate will provide support across a diverse portfolio of applications, requiring both technical proficiency and strong interpersonal skills. As the role is both business- and candidate-facing, they must demonstrate exceptional customer service and the ability to assess the urgency and impact of incidents based on business needs.

At Acacium Group, we foster a caring and inclusive culture that prioritizes well-being, integrity, and passion. We are committed to providing a fulfilling and positive experience for every team member. With opportunities for personal development, career progression, flexible benefits, and the support of a global organization, we empower our people to thrive and become the best version of themselves.

Every day you will…

• Deliver first and second-line support for a wide range of platforms, resolving incidents in line with Service Level Guidelines (SLGs) and ensuring customer satisfaction.
• Manage service requests, including user account creation, deletion, and permission changes, while ensuring accurate logging and categorization.
• Keep our service management platform up to date with workarounds for known issues and maintaining current user guides and knowledge base articles.
• Identify recurring issues and collaborating with Platform Analysts to address root causes, reduce ticket volumes, and escalate unresolved problems appropriately.
• Support the testing of new software releases and contributing to ongoing projects, while sharing ideas for improving platforms and support services with the Platform Management team.

What’s in it for you?

We offer an exciting place to work, with a wide range of benefits, rewards and opportunities to grow your career, including:

• Focus on developing your skills and your career - we give you the tools, guidance and support, helping you to be successful in your career
• Unrivalled career opportunities – that come from being part of a global group made up of healthcare, staffing and life science brands
• Regular events and incentives, both locally and group wide
• Employer contribution towards medical aid

Join us and make a difference!

If you want to join a global, marketing-leading organisation who are committed to the human side of business, then look no further. Acacium Group is a global healthcare solutions partner offering staffing, managed services and innovative delivery models to health and social care systems and the life sciences industry. We are a business with scale, leading digital capabilities and a strong financial profile, with a vision to be the leading global healthcare solutions partner.

We are powered by the best people and have an unrivalled and diverse range of capabilities, all while incorporating our company values into everything we do - Putting People First, Always by your Side, Driven by Excellence.

Join us and play a key part of shaping the future of society and improving people’s lives!

To thrive in this role, you must ideally have…

• Experience in a platform support or service desk support role, with a strong understanding of incident and request management.
• Excellent verbal and written communication skills, with a focus on delivering high-quality customer service.
• A motivated and proactive attitude, with strong problem-solving abilities and a willingness to take initiative.
• The ability to manage your workload and priorities effectively, while being a collaborative and supportive team member.
• Experience supporting a CRM platform, along with a good understanding of system integrations and how they impact platform performance.

Our Inclusion Commitment:
We are passionately committed to being a truly inclusive and diverse company- it is at the heart of our core value of Putting People First. We continue to enhance our culture of inclusion and diversity across all of our roles and actively encourage applications from all backgrounds and communities.