We are looking for a Systems Support Analyst who will be responsible for providing front-line primary technical support to end users on various technical issues and problems relating to hardware, software, and peripherals. They will also be responsible for responding to, documenting, and resolving service tickets in a timely manner according to SLA extending but not limited to issue resolution and analysis of the digital information management systems of the organisation to make sure they run without problems.
Duties and Responsibilities
Developing and translating business cases from user requirements.
Translating user requirements into technical specifications.
Developing system interfaces and integrations with external systems.
Designing manuals for new systems and updating all system technical manuals.
Testing all system patches and new system configurations before implementation.
Implementing tested systems and products as per business specifications.
Supervising user acceptance tests for new products/features and configurations.
Work closely with programmers, developers, testers, and a variety of end users to ensure technical compatibility and user satisfaction.
Oversee implementation of a new system including data migration.
Provide training and user manuals to users of a new system.
Logging and processing support inquiries.
Installing and configuring computer hardware, software systems, networks, printers, scanners.
Planning and undertaking scheduled maintenance upgrades for all offices, Social Business Units, Schools and Homes.
Setting up accounts for staff, ensuring they know how to login.
Investigating, diagnosing, and solving computer software and hardware faults.
Qualifications and Experience
Bachelor’s degree in Information Technology, Computer Science or related filed and a minimum of two (2) years’ experience in the information technology field with emphasis on:IT Helpdesk support and troubleshooting
Solid problem and diagnostic skills
Ability to communicate with technical and non-technical staffIn-depth knowledge of hardware and software
Up to date knowledge of latest IT and software trends
Strong customer service ethos
Ability to work well with people
Strong communication skills
Clean Class 4 Drivers license an added advantage
How to Apply
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