Job Description

We are looking for a passionate and aspiring Application Support Analyst to join our team in Bellville, Cape Town. The role is ideal for someone who has entry-level experience and wants to further their career in becoming a business system professional.

The Application Support Analyst is part of the IT organisations systems support function and is primarily responsible for providing technical support services to users of applications and systems (internal and external).

As part of continuous service improvement, the Application Support Analyst is also responsible to find solutions to prevent common problems, maintain and improve knowledge, and provide training.

The role is organised by the Service Delivery Manager and reports to the Lead Business Systems Analyst, who works under the delegated authority of the Head of IT.

Duties and Responsibilities

• Provide high levels of service satisfaction by resolving technical issues, helping users with their use of the system and other technical dependencies
• Collaborate with support teams to solve system-related problems through investigation, analysis, and root cause identification
• Generate ideas and implement ways to improve the users experience
• Contribute to the improvement of the system and related documentation
• Diligently and accurately capture time entries, notes, and resolution plans in service tickets
• Timeously and proactively review service queue, emails, and other support notifications
• Ensure that stakeholders are always kept up to date on the status of service requests
• Perform testing of system-related prototypes, upgrades, updates, and bug fixes
• Report service outages, anomalies, risks, vulnerabilities, mistakes, and service dissatisfaction

• National Matric Certificate: Grade 12
• Relevant IT diploma or course
• ITIL v3/v4 Foundation

• Odoo Certification (V14-16) is advantageous
• Technical knowledge of XML, Python, Postgres, and JavaScript, SQL
• Essential Skills
• Attention to detail
• Excellent verbal and written communication skills in English
• Excellent customer services skills
• Exceptional telephone and email etiquette
• Great analytical thinking skills
• Work well in a team and self sufficient
• Committed to professional development and growth

• 1 - 2 years practical application and systems support experience
• Mobility
• Required to travel (short distance and very limited)
• Valid drivers license and reliable means of transport

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