IT Systems Analyst
Main Duties and Responsibilities:
- Provide an excellent customer/client experience by responding promptly and professionally to technical enquiries and support requests.
- Take ownership of incidents and service requests: perform problem analysis, identify root causes, and implement temporary workarounds or permanent fixes to restore service as quickly as possible.
- Escalate incidents to specialist support teams or vendors when required and coordinate follow-up until resolution.
- Analyse end‑user requirements and determine appropriate software and hardware configurations, including specification, procurement recommendations and deployment plans.
- Design, test and implement changes to systems and applications to meet business requirements while following change control and release procedures.
- Prepare and maintain technical documentation, runbooks and standard operating procedures for support and maintenance tasks.
- Accurately record, update and document incidents, requests, and changes in the IT service desk system in accordance with service management processes.
- Coordinate and deliver assigned project tasks, including system builds, upgrades, migrations and deployments, working to project plans and timelines.
- Work collaboratively with other internal teams, third‑party service providers and vendors to deliver integrated solutions and resolve cross‑team issues.
- Maintain effective verbal and written communication with end users, business stakeholders and technical teams to ensure expectations, priorities and outcomes are clear.
- Contribute to continuous improvement initiatives: identify recurring issues, recommend process or configuration changes, and assist in implementing preventive controls.
- Tertiary qualifications (or equivalent)
- Relevant IT experience
- Excellent communication skills
- Experience with Operating systems, Hardware and software configurations
- Great support attitude
- Problem solving skills
- Ability to plan and prioritise workload without supervision.
- Experience working in Windows 11 operating system
- Experience with managing Microsoft Office 365 environments.
- Experience in responding to ticket-based support system and documentation.
- Team player
- Attention to detail and critical thinker
- Performance improvement
- Active contributor
- Customer focused
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