IT Support Analyst

Reed Technology
14 Apr 2018
21 May 2018
Contract Type
Full Time

This role is responsible for all tasks referring to the local IT Infrastructure (front and back office) and local used Information Systems Applications (local installed, Corporate provided). The incumbent is responsible for the analysis, the design, the implementation, the operation, and the support of the local IT Infrastructure and IS Applications. They provide user support, hardware and software maintenance, training and consultation. Providing these services in an effective and efficient manner will ensure maximum access of users to the IT Infrastructure, IS Applications and IS/IT services.

Key Responsibilities

Helpdesk / Service Delivery
Coordinate, prioritise, assign and escalate issues.
Analysis and where possible resolve issues.
Resolves and/or escalates issues in a timely fashion.
Interacts with users and IT colleagues on all levels to help resolve IT-related issues and provides answers in a timely manner.
Manages day-to-day user interaction.
Sets and manages user expectations.
Provide orientation to new users for Front Office IT systems (hardware, operation system, and software) and for IS Applications.
Train users about potential uses of Front Office IT systems and IS applications.
Provide individual user training and support on request.
IS Application – Installed locally
Install, configure, and maintain all IS Applications.
Troubleshoot all issues.
Maintain IS Applications.
Coordinate issue resolution with application provided.
IS Application – Corporate provided
Troubleshoot all issues.
Coordinate issue resolution with application provider.
IT Infrastructure Front Office Systems
Install, configure, and maintain all Front Office IT Systems.
Troubleshoot all technological issues of Front Office Systems.
Maintain Front Office Systems.

Parameters for Success

Individual must possess excellent customer service skills and interact well with other associates.
Ability to work well under pressure and be able to multi task.
Individual must be able to organise tasks (define, schedule, prioritize, assign, review).
Individual must be able to organise the work independent within his responsibility.
Individual must be to deal effectively with a wide variety of users and issues.
Ability to manage IS/IT project at an acceptable level.
Individual must possess a good working knowledge of system implementation & lifecycle.
Individual must possess a good working knowledge of all current Front-Office Hardware, Mobile devices, current Microsoft OS and Active Directory.
Must possess a good working knowledge of CRM, ERP, Reporting Systems and current Microsoft Office Products.
The ability to travel in country to meet business needs. Meets IT budget.

Competencies and Experience

Excellent communication skills – written, verbal and presentation.
Professional with proven ability to build appropriate relationships with internal and external key stakeholders.
Self-motivated, conscientious with a desire to exceed.
Displays initiative and enthusiasm for their role and company.
Confident and articulate.
Strong results orientation and analytical skills.


Bachelor degree in Computer Science, Information or Technology Systems, Engineering or related fields or appropriate working knowledge.
MCSE or similar Microsoft Product certification
good experience in Information Technology
Proven working experience in similar position.
Good communication skills, especially with management, business people IS/IT technicians.
Good organizational and planning skills.

Reed Specialist Recruitment Limited is an employment agency and employment business

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