Systems Support Analyst at FlySafair

Description


Respond to and resolve service desk tickets in line with SLA targets;
Troubleshoot application errors, performance issues, and user problems;
Escalate unresolved or complex incidents to the Senior Analyst or Supervisor;
Perform routine system checks, monitoring, and preventative maintenance;
Conduct initial analysis of incidents to identify root causes;
Document issue resolutions and maintain accurate records in the ticketing system;
Provide clear and professional communication to end-users regarding system incidents, updates, and resolutions;
Offer guidance to users on correct system usage and basic troubleshooting steps;
Escalate recurring user concerns and highlight training needs to the Supervisor;
Provide onsite support for project upgrades and rollouts;
Support testing activities on upgrades and projects where applicable;
Work closely with Senior Analysts, Supervisors, and vendors to resolve escalations;
Support handover activities from project teams into operations, including testing and documentation;
Participate in team stand-ups and contribute to continuous improvement initiatives;
Basic understanding of service desk practices and SLA management.


Requirements


Grade 12 or Equivalent (Essential);
Diploma or Certificate in IT, Computer Science, or related field (Advantageous);
1 years' experience in IT or System Support environment (Essential);
Experience on Support Desk (Essential);
Willing to work overtime where required;
Standby duties are required.