Responsibilities Respond to and resolve service desk tickets in line with SLA targets; Troubleshoot application errors, performance issues, and user problems; Escalate unresolved or complex incidents to the Senior Analyst or Supervisor; Perform routine system checks, monitoring, and preventative maintenance; Conduct initial analysis of incidents to identify root causes; Document issue resolutions and maintain accurate records in the ticketing system; Provide clear and professional communication to end-users regarding system incidents, updates, and resolutions; Offer guidance to users on correct system usage and basic troubleshooting steps; Escalate recurring user concerns and highlight training needs to the Supervisor; Provide onsite support for project upgrades and rollouts; Support testing activities on upgrades and projects where applicable; Work closely with Senior Analysts, Supervisors, and vendors to resolve escalations; Support handover activities from project teams into operations, including testing and documentation; Participate in team stand‑ups and contribute to continuous improvement initiatives; Basic understanding of service desk practices and SLA management. Qualifications Grade 12 or equivalent (Essential); Diploma or Certificate in IT, Computer Science, or related field (Advantageous); 1 year’s experience in IT or System Support environment (Essential); Experience on Support Desk (Essential); Willing to work overtime where required; Standby duties are required. Personal Attributes Professional; Integrity; Reliable and dependable; Collaborative team player with a proactive mindset. Closing Date: 30 April 2026 #J-18808-Ljbffr