Job Summary

• System Support Analyst is responsible for providing second level response and support to users of the company’s ICT resources.
• This includes ecient use of software programs, troubleshooting applications, maintenance of production applications and some aspects of user training.

Primary Responsibilities:

• Provide second line support for incidents and service requests, log and respond to all service requests from system users, including site visits or through remote access tools
• Carry out initial diagnosis on all logged issues/incidents, take appropriate steps to resolve or escalate to appropriately, and accurately record the incident details and any actions taken within the Service Desk software
• Proactively keep the user informed of any progress and ensure user satisfaction/acceptance before closure
• Monitor corporate systems within their domain and carry out proactive support and maintenance active support and maintenance
• System Administration – creating users accounts, assigning privileges, permissions & access control
• Ensure the confidentiality, integrity and availability of corporate information assets and systems. Where appropriate ensure preventative measures are undertaken to mitigate the risk of a security incident or exception
• Adhere to published and operational ICT policies and procedures at all times and ensure that ICT services are delivered in line with relevant legislation and company policies
• Make recommendations for improvements to support services and procedures and make additions and enhancements to the Knowledge database
• Assist in the maintenance and control of ICT logs, registers, and documentation
• Collaborate with other ICT staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes
• Implement and adhere to regular systems maintenance policies and procedures, including change request mechanisms and update schedules to ensure optimum uptime and service availability
• Conduct research on software systems products to justify recommendations and to support purchasing efforts and participate in system acquisition process when necessary
• Create and maintain documentation as it relates to system configuration, mapping, and processes
• Create and maintaining best practice policies and procedures for business users; ensuring that there are adequate controls, and that all service improvements are managed effectively and meet the needs of the organization
• Undertake such other duties as may be required from time to time that reasonably fall within the scope and grade of the post

Job Requirements

• Bachelor’s Degree in Information Systems, Information Technology or related field
• Professional qualifications such as MCSE/ MCSA/ ITIL/ LINUX/ UNIX
• At least 4 years Technology experience with hands on experience in:
• Computing platforms, operating systems, and databases
• Application software installation and support.
• Quality assurance in relation to large & complex computer systems, applications & databases
• Experience in methods & techniques for installation, administration, monitoring, upgrading and problem resolution of central application software systems
• Knowledge and experience in basic budgeting, contracting, purchasing practices, policies, and procedures in an IT environment
• Exceptional communication, presentation, and customer relationship skills.
• Previous experience in ICT support
• Technical Skills: Proficiency in troubleshooting, system knowledge, basic infrastructure and networking, and remote support tools.
• Customer Service Skills: Exceptional communication, presentation, and customer relationship skills. Must practice active listening, patience, and empathy.
• Analytical Skills: Root cause analysis and attention to detail.
• Organizational Skills: Effective time management and documentation abilities.
• Other Skills: Team collaboration, continuous learning, and adaptability