Primary Purpose

The IT Support Analyst provides technical support and assistance to employees, customers, or stakeholders, resolving system issues in a timely and efficient manner. This role involves troubleshooting, analysing, and resolving technical problems, as well as providing guidance and training to users.

Minimum Requirements

Qualifications

MatricCertifications: CompTIA A+,SQL,ITIL Foundation or equivalent qualificationsDegree in Information Technology, Computer Science or related field

Experience

4+ years as a systems analystSolid knowledge of business information systemsWorking knowledge of business software applicationsFamiliarity with SQLAbility to explain technical detail.Excellent analytical skillsSolution Orientated

Duties and Responsibilities:

Technical Support: Respond to and resolve technical issues via phone, email, chat, or in-person.

Troubleshooting: Analyse and troubleshoot application and system problems.
Problem Resolution: Resolve technical issues promptly and efficiently, escalating complex issues to senior technicians or management as needed.
Documentation: Maintain accurate records of technical issues, resolutions, and user interactions.
User Training: Provide guidance and training to users on software, application, and system usage.
Compliance: Ensure adherence to IT policies, procedures, and industry regulations

Skills:

Communication: Excellent verbal and written communication skills.

Problem Solving: Strong analytical and problem-solving skills.

Time Management: Ability to prioritize tasks, manage time effectively, and meet service level agreements (SLAs)

This position is advertised in line with our commitment to Employment Equity.