Associate II: Systems Support Analyst

Role Overview

As a Support Analyst on the Applications Team, you will provide second-level assistance to employees using the organisation’s ICT systems and applications. Reporting to the Head of Applications, you will resolve and investigate technical issues, maintain production applications, manage access, and help users work effectively with their software.

Key Responsibilities

• Handle application-related incidents and service requests through the service desk, providing support remotely or through site visits where needed.
• Assess reported issues, resolve them where possible or route them to the appropriate team, and keep accurate records of symptoms, investigations and outcomes.
• Keep users informed throughout the resolution process and confirm their concerns have been addressed before closing requests.
• Monitor supported systems and perform routine maintenance to help maintain availability and reliable service.
• Administer user accounts, permissions and access controls, while protecting the confidentiality, integrity and availability of business information and systems.
• Follow ICT policies, security practices, change controls and maintenance schedules; maintain relevant system logs, registers and configuration documentation.
• Work with ICT colleagues on application operations, service improvements, system updates and business requirements; contribute useful guidance to the support knowledge base.
• Research software options and assist with purchasing or system acquisition activities when required.

Requirements & Qualifications

• Bachelor’s degree in Information Systems, Information Technology or a related discipline.
• At least five years of technology experience, including hands-on ICT support.
• Practical knowledge of computing platforms, operating systems, databases, and application installation and support.
• Experience installing, administering, monitoring, upgrading and troubleshooting central application software.
• Understanding of quality assurance for large or complex systems, applications and databases.
• Knowledge of IT budgeting, contracting and purchasing processes.
• Professional certification in an area such as MCSE, MCSA, ITIL, Linux or Unix.
• Strong communication and presentation abilities, with a customer-focused approach to user support.