Systems Support Analyst (AA Disabled)

SUMMARY:
Provide end-user support acting as a single point of contact for all supported applications, infrastructure and specific 3rd party related incidents, service requests and changes.

POSITION INFO:

Systems Support Analyst (AA Disabled)

 (open to all but preference will be given to AA disabled applicants)

Area: Fourways, Sandton, Gauteng

Package: negotiable up to R18000 P/M

Purpose of the position: Provide end-user support acting as a single point of contact for all supported applications, infrastructure and specific 3rd party related incidents, service requests and changes.

Duties:

Respond to contact from customers, co-workers, and management via phone, email and electronic incident submission

• Effectively interact with customers of all ability levels to understand the customer’s request and rapidly assess priority level

• Define, research, and resolve customer issues in a timely accurate manner, routing non-technical issues to appropriate personnel using approved business processes

• Provide timely updates to the customer, co-workers, and management on the status of outstanding issues

• Document complex issue resolutions for both the customer and internal reference, following the appropriate support process

• Convey customer feedback to Support lead to address with the respective business areas

• System hygiene reporting

• Release note testing

• Provide user access & job profile integrity across software supported

• Contribute, review and maintain knowledge base content on an ongoing basis

Qualifications

Matric

Qualification in Systems Administration, Information Technology, Data Science, Engineering (or similar)

MINIMUM REQUIREMENTS

• Ability to perform all functions associated with the Support Analyst position

• Moderate understanding of databases and database management systems (SQL, MySQL, Oracle)

• Proficient in Microsoft Operating Systems and/or similar technologies

• Demonstrate successful customer service experience with the ability to manage complex customer issues with calm, comfort, and ease

• Strong troubleshooting and support skills, including the ability to creatively utilize all available resources to satisfy customer

• Ability to take ownership of complex issues/assignments and follow through to completion

• Demonstrates aptitude to prioritize and handle multiple issues simultaneously

• Effective oral and written communication skills

• Strong attention to detail and accuracy

• Ability to work independently in a fast paced technical environment

• Ability to function and contribute in a team environment

• Effective time management and project management skills

• Must be able to work flexible hours

• Must participate in 24x7 standby rotation

• Working knowledge and/or experience on Freshdesk & Freshservice

• An understanding of background computer processes and functionality

• Diligent and responsible attitude towards performing a high-quality job without the need for constant supervision

• An understanding of system configuration, rate management and client support

NB! This job is now closed. You can apply for other jobs by uploading your CV.