Systems Support Analyst

Key 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

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

Qualifications

Professional qualifications such as MCSE/ MCSA/ ITIL/ LINUX/ UNIX

At least 5 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

Education

Bachelor’s Degree in Information Systems, Information Technology or related field