IT Technical Support Analyst

Boardroom Appointments; Randburg; On-site; ZAR 240,000 - 340,000; Full time

Job summary

Boardroom Appointments is seeking an IT Technical Support Analyst in Randburg to provide 1st line support for business applications, manage incidents and changes, and ensure SLA/OLA compliance.

You will log and track requests, escalate to 3rd line vendors, onboard new staff, and generate operational reports, with a focus on delivering high-quality Application Support to the business.

Qualifications

• Bachelor's degree in IT, Computer Science or a related field required.
• Experience with Cloud computing.
• Experience with Oracle and SQL Server.
• Familiarity with Web Methods.
• Knowledge of Web Services.
• Experience with Automation / Scheduling tools / frameworks.

Responsibilities

• Provide 1st line IT support for applications.
• Manage incidents and changes for Application Support (SMAX).
• Log, track and resolve incidents, changes and requests.
• Monitor SLAs/OLAs and ensure timely resolution.
• Escalate to 3rd line vendors as needed.
• Assist with onboarding of new Support staff.
• Generate regular operational reports.
• Support management with administrative duties.

Skills

1st line IT support

Incident management

SLA/OLA monitoring

Escalation handling

Customer service

Education

Bachelor's degree in IT/Computer Science or related field

Tools

Cloud computing

Oracle

SQL Server

Web Methods

Web Services

Automation tools

Job description

About the job IT Technical Support Analyst

Duties and responsibilities:

• 1st Line IT support for Application Support
• Incident management for Application Support (SMAX)
• Logging and tracking of incidents, changes and requests
• Receiving incoming queries from multiple sources, assigning and tracking queries
• Proactively monitor and manage SLA and OLA on all incidents
• Ensure that business incidents and requests are resolved within the SLA / OLA timeframes
• Manage 3rd line escalations (Demand and vendor escalations)
• Manage business escalations to Application Support
• Identification and escalation of re-occurring problems and incidents
• Call journey management of high priority calls
• Ensure that all incidents and service requests are assigned to the appropriate teams Application Support
• Internal reporting for Application Support
• Drive operational issues and escalated issues through to resolution
• Drawing up performance reports by request.
• Provide a high quality and standard of Application Support to the business
• Assist with On-The-Job boarding for all new Support staff
• Maintain shifts and standby scheduling
• Day-To-Day operational status reporting of the production systems
• Manage contractors HR, housekeeping, and Payroll submissions to the individual contracting houses.
• Support management with miscellaneous administrative duties

Qualifications and experience:

• Bachelors degree in IT, Computer Science or a related field required
• Cloud computing
• Oracle, SQL Server
• Web Methods
• Web Services
• Automation / Scheduling tools / frameworks