Systems analyst

Systems Analyst Agent R17500.00 basic

Bellville

Functional Duties and Responsibilities

• Provide responsive and courteous technical and system support to end-users via various channels, including phone, email, chat, or in-person
• Efficient issue and problem resolution - diagnose and resolve system and sub-system related issues reported by users
• Reset user passwords, unlock accounts, and manage user access and licenses based on organisational policies
• Assist users with using and troubleshooting the system and related processes in order to self-troubleshoot and resolve issues
• Offer remote assistance to users who are not physically present, using remote support tools to diagnose and resolve issues
• Ensure that users follow security protocols, such as using strong passwords and being cautious about phishing emails and other security concerns
• Perform UAT, as directed, to ensure changes are thoroughly tested and signed off before deployed to production
• Utilise monitoring tools to proactively identify and address potential issues, ensuring high system availability, capacity and performance
• Diligently and accurately perform proactive system maintenance, administrative, and reporting tasks
• Highlight opportunities to automate routine tasks and processes to improve efficiency and reduce manual intervention
• Maintain accurate records of user issues, resolutions, and support activities, ensuring a comprehensive knowledge base
• Provide training to users on new system features and enhancements, best practices, internal protocols, and tools to enhance their technical understanding and operating skills
• Maintain comprehensive documentation of system configurations, procedures, and troubleshooting steps for reference and knowledge sharing
• Create, manage, and track support tickets using a ticketing system to ensure timely and efficient issue resolution
• Communicate effectively with users and other stakeholders, providing status updates and information about issue resolution progress
• Report and escalate service outages, anomalies, risks, vulnerabilities, mistakes, and service dissatisfaction
• Stay updated on the system, its sub-systems and features, latest technologies, tools, and trends in the IT field to provide better support and insights to users

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