System Support Analyst Graduate

Job Title: System Support Analyst Graduate

Accountable to: Senior System Support Analyst

Based: Centurion

Salary: Market related

Contract type: Fixed Term (12 months)

Commencement date: 01 October 2024

Overview:
We are seeking a dedicated and empathetic System Support Analyst Graduate to join our team. The ideal candidate should be passionate about helping customers, have excellent communication skills, and be able to resolve system-related issues efficiently and effectively. You will be the first point of contact for our customers, addressing their enquiries and resolving reported issues timeously.

Key responsibilities:

• Technical Support: Provide technical assistance and support to end-users via phone, email or remote access to address software related issues promptly and effectively.

• Troubleshooting and Issue Resolution: Diagnose and troubleshoot reported issues, investigate root causes, and implement solutions to ensure the timely resolution of technical issues.

• Incident Management: Handle incoming support tickets, prioritize and manage them according to established service level agreements (SLAs), and ensure timely and accurate incident resolution.

• System Monitoring and Maintenance: Monitor system performance, and proactively identify potential issues or bottlenecks.

• User Training and Documentation: Assist in creating user documentation, FAQs, and knowledge base articles to empower end-users to troubleshoot basic issues independently and provide training as needed.

• Collaboration and Communication: Collaborate with team members to effectively communicate technical information, gather requirements, and contribute to the resolution of system-related issues.

• Continuous Learning: Stay up-to-date with the latest technologies, industry trends, and best practices in system support, and continuously enhance technical skills and knowledge through self-study and professional development opportunities.

• Issue Escalation: Identify complex issues that require escalation to a higher level support team and follow up on escalated issues to ensure timely resolution and communicate updates to users.

• Software Testing: Assist in testing new software releases and updates to ensure they are bug-free and compatible with existing infrastructure.

Behavioural Skills:

• Attention to detail

• Problem Solving

• Adaptability

• Analytical

• Communication

• Time Management

• Collaboration

• Initiative

• Continuous Learner

• Resilience

• Ethical and Professional Conduct

Qualification and Experience:

• A higher certificate in computer science, information technology, or a related field is often preferred.

• Relevant certifications like CompTIA A+, ITIL, or Microsoft Certified: Azure Fundamentals can be an advantage.

• Previous Experience or aptitude in providing support and assistance to end-users, focusing on clear communication and customer satisfaction.

*NOTE

Job Description:

Please note that this job description does not include all duties, responsibilities or qualifications associated with the job. Additional duties may be assigned as required.

Application Link: System Support Analyst Graduate - Boxfusion | Career Page (careers-page.com)

Recruitment Process:

• Skills Based Assessments

• Interviews

• Placement

Company Overview: Boxfusion Rocket fuel for government