IT System Analyst – Tier 1

Functional Duties and Responsibilities 

• Provide responsive and courteous technical and system support to end-users via various channels, including phone, email, chat, or in-person 
• Efficient issue and problem resolution – diagnose and resolve system and sub-system related issues reported by users 
• Reset user passwords, unlock accounts, and manage user access and licenses based on organisational policies 
• Assist users with using and troubleshooting the system and related processes in order to self-troubleshoot and resolve issues  
• Offer remote assistance to users who are not physically present, using remote support tools to diagnose and resolve issues 
• Ensure that users follow security protocols, such as using strong passwords and being cautious about phishing emails and other security concerns 
• Perform UAT, as directed, to ensure changes are thoroughly tested and signed off before deployed to production 
• Utilise monitoring tools to proactively identify and address potential issues, ensuring high system availability, capacity and performance 
• Diligently and accurately perform proactive system maintenance, administrative, and reporting tasks 
• Highlight opportunities to automate routine tasks and processes to improve efficiency and reduce manual intervention 
• Maintain accurate records of user issues, resolutions, and support activities, ensuring a comprehensive knowledge base 
• Provide training to users on new system features and enhancements, best practices, internal protocols, and tools to enhance their technical understanding and operating skills 
• Maintain comprehensive documentation of system configurations, procedures, and troubleshooting steps for reference and knowledge sharing 
• Create, manage, and track support tickets using a ticketing system to ensure timely and efficient issue resolution 
• Communicate effectively with users and other stakeholders, providing status updates and information about issue resolution progress 
• Report and escalate service outages, anomalies, risks, vulnerabilities, mistakes, and service dissatisfaction 
• Stay updated on the system, its sub-systems and features, latest technologies, tools, and trends in the IT field to provide better support and insights to users 

Qualifications / Certificates 

• National Matric Certificate: Grade 12 
• Basic XML, Python or JS 
• Basic SQL/Postgres 
• Odoo Certification V15/V16
• ITIL V4 

Work Experience  

• 2 – 4 years practical experience as a Systems Support Analyst
• Application Support Analyst or similar