Senior Systems Support Analyst at FlySafair

Description

• Handle escalated incidents and complex service desk tickets, ensuring timely resolution in line with SLAs;
• Conduct root cause analysis on recurring or critical issues and propose long-term fixes;
• Collaborate with vendors and internal technical teams on problem resolution;
• Support change management processes during system upgrades, deployments, and integrations;
• Act as a mentor for Analysts, providing technical guidance and support;
• Share best practices, assist in training, and support onboarding of new team members;
• Maintain and update knowledge base articles, documentation, and troubleshooting guides;
• Assist the Supervisor in monitoring SLA compliance and system performance;
• Analyse service desk data to identify trends, recurring issues, and improvement opportunities;
• Prepare reports on escalations, ticket volumes, and problem management outcomes;
• Recommend and implement process enhancements to improve system support efficiency;
• Participate in testing and evaluating new tools, methods, and automation opportunities;
• Contribute to proactive measures that prevent incidents and reduce downtime;
• Lead projects, upgrades and rollouts of new systems, projects and airports;
• Assist with testing activities and documentation for compliance;
• Procure hardware and peripherals for equipment required;
• Provide clear communication and updates to internal users regarding escalated issues;
• Liaise with vendors on technical escalations and feedback;
• Act as secondary support to the Supervisor during high-impact incidents or audits.

Requirements

• Grade 12 or Equivalent (Essential);
• Diploma in IT, Computer Science, or related field (Advantageous);
• 3 years’ IT/System Support experience (Essential); 
• Demonstrated experience handling escalated or complex technical issues (Essential); 
• Exposure to SLA monitoring, reporting tools, and ITIL practices (Essential);
• Experience mentoring or coaching junior staff (Advantageous);
• Willing to work overtime and standby where required;
• Sound understanding of service desk management practices and SLA management.