Senior System Support Analyst at ICEA Lion Group

Job Description

Job Summary

Senior System Support Analyst is responsible for providing second-level response and support to users of the company’s ICT resources. This includes efficient use of software programs, troubleshooting applications, maintenance of production applications and some aspects of user training.

Responsibilities

Provide second line support for incidents and service requests, log and respond to all service requests from system users, including site visits or through remote access tools
Carry out initial diagnosis on all logged issues/incidents, take appropriate steps to resolve or escalate to appropriately, and accurately record the incident details and any actions taken within the Service Desk software
Proactively keep the user informed of any progress and ensure user satisfaction/acceptance before closure
Monitor corporate systems within their domain and carry out proactive support and maintenance
System Administration – creating users accounts, assigning privileges, permissions & access control
Ensure the confidentiality, integrity and availability of corporate information assets and systems. Where appropriate ensure preventative measures are undertaken to mitigate the risk of a security incident or exception
Adhere to published and operational ICT policies and procedures at all times and ensure that ICT services are delivered in line with relevant legislation and company policies
Make recommendations for improvements to support services and procedures and make additions and enhancements to the knowledge database
Assist in the maintenance and control of ICT logs, registers, and documentation
Collaborate with other ICT staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes
Implement and adhere to regular systems maintenance policies and procedures, including change request mechanisms and update schedules to ensure optimum uptime and service availability
Conduct research on software systems products to justify recommendations and to support purchasing efforts and participate in system acquisition process when necessary
Create and maintain documentation as it relates to system configuration, mapping, and processes
Create and maintaining best practice policies and procedures for business users; ensuring that there are adequate controls, and that all service improvements are managed effectively and meet the needs of the organization
Undertake such other duties as may be required from time to time that reasonably fall within the scope and grade of the post

Requirements

Bachelor’s Degree in Information Systems, Information Technology or related field
Professional qualifications such as MCSE/ MCSA/ ITIL/ LINUX/ UNIX
At least 4 years Technology experience with hands on experience in:
Computing platforms, operating systems, and databases
Application software installation and support
Quality assurance in relation to large & complex computer systems, applications & databases
Experience in methods & techniques for installation, administration, monitoring, upgrading and problem resolution of central application software systems
Knowledge and experience in basic budgeting, contracting, purchasing practices, policies, and procedures in an IT environment
Exceptional communication, presentation, and customer relationship skills.
Previous experience in ICT support
Technical Skills: Proficiency in troubleshooting, system knowledge, basic infrastructure and networking, and remote support tools.
Customer Service Skills: Exceptional communication, presentation, and customer relationship skills. Must practice active listening, patience, and empathy.
Analytical Skills: Root cause analysis and attention to detail.
Organizational Skills: Effective time management and documentation abilities.
Other Skills: Team collaboration, continuous learning, and adaptability