End-User Computing Analyst

Levelup; Durban; On-site; ZAR 30 000 - 50 000; Full time

Job summary

A leading IT service provider is seeking an End-User Computing Analyst in Durban, South Africa. This role involves providing second-line support, proactively resolving incidents, and ensuring client's IT infrastructure remains operational. Ideal candidates will hold a Bachelor's degree in IT and relevant certifications including CCNA. The position requires strong communication skills and the ability to work collaboratively in a multi-cultural environment, with an emphasis on proactive monitoring and incident management. Competitive benefits and growth opportunities are offered.

Qualifications

• Bachelor's degree or equivalent qualification in IT / Computing.
• CCNA certification is a must; CCNP certification is good to have.
• Ability to communicate and work across different cultures.

Responsibilities

• Proactively monitors work queues to resolve incidents.
• Provides second-level support and identifies root causes.
• Escalates tickets to management when necessary.

Skills

Proactive monitoring

Incident resolution

Technical troubleshooting

Communication skills

Collaboration

Education

Bachelor's degree or equivalent in IT/Computing

CCNA certification

CCNP certification

Tools

AWS

SAP Net Weaver

Web Sphere Application Server

Job description

The End-User computing Analyst is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational.

Through proactive monitoring, identifying, investigating, and resolving technical incidents and problems, the End-User computing Analyst is able to restore service to clients.

Their primary objective is to proactively review client requests or tickets and apply technical and process knowledge to resolve them without breaching the service level agreement (SLA).

This role focuses on second-line support for incidents and requests with a medium level of complexity.

This role focuses across two or more technology domains – Cloud, Security, Networking, Applications, and/or Collaboration.

Duties & Responsibilities

• Proactively monitors the work queues.
• Performs operational tasks to resolve all incidents and requests in a timely manner and within the agreed SLA.
• Updates tickets with resolution tasks performed.
• Identifies, investigates, and analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner.
• Captures all required and relevant information for immediate resolution.
• Provides second‑level support to all incidents, requests, and identifies the root cause of incidents and problems.
• Communicates with other teams and clients to extend support.
• Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
• Follows the shift handover process highlighting any key tickets to focus on along with a handover of upcoming critical tasks to be carried out in the next shift.
• Escalates all tickets to seek the right focus from CoE and other teams; if needed continues escalations to management.
• Works with automation teams for effort optimization and automating routine tasks.
• Cooperates with various other resolver groups (internal and external) like Service Provider, TAC, etc.
• Identifies problems and errors before they impact a client’s service.
• Provides assistance to L1 Security Engineers for better initial triage or troubleshooting.
• Leads and manages all initial client escalations for operational issues.
• Contributes to the change management process by logging all change requests with complete details for standard and non‑standard changes, including patching and any other changes to Configuration Items.
• Ensures all changes are carried out with proper change approvals.
• Plans and executes approved maintenance activities.
• Audits and analyses incident and request tickets for quality and recommends improvements, updating knowledge articles.
• Produces trend‑analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
• May also contribute to / support on project work as and when required.
• May work on implementing and delivering Disaster Recovery functions and tests.

Desired Experience & Qualification

• Bachelor's degree or equivalent qualification in IT / Computing (or demonstrated equivalent work experience)

• CCNP or equivalent certification
• CCNA certification is a must; CCNP in Security or PCNSE certification is good to have
• AWS Certified: Solutions Architect Associate
• SAP Certified Technology Associate – OS DB Migration for SAP Net Weaver 7.4
• IBM Certified System Administrator – Web Sphere Application Server Network Knowledge and Skill
• Ability to communicate and work across different cultures and social groups
• Ability to plan activities and projects well in advance, and takes into