End User Technology Analyst

Job Description

Job Summary• The End User Support Analyst is responsible for delivering high-quality technical support to internal users, ensuring seamless operation of IT systems and services.
• The role focuses on resolving incidents, managing service requests, and maintaining user satisfaction through effective communication and technical expertise.
• The role also involves contributing to continuous improvement initiatives, aligning support activities with business needs, and upholding IT governance and compliance standards

Job Description

Outputs:

• Troubleshoot and resolve complex end-user issues across hardware, software, and network domains.
• Administer and support enterprise systems such as Active Directory, Microsoft 365, and endpoint management tools (e.g., Intune, SCCM).
• Perform root cause analysis for recurring incidents and recommend long-term solutions.
• Support and maintain endpoint security solutions including antivirus, encryption, and vulnerability management.
• Provide Level 2 support for escalated technical issues and coordinate with infrastructure and application teams.
• Participate in system upgrades, patch management, and software deployments.

Service Management

• Ensure resolution of incidents and service requests within agreed timelines.
• Maintain and monitor SLAs for end-user support services.
• Document and improve end-to-end service management processes.
• Collaborate with infrastructure and application teams support to ensure system uptime and user satisfaction.
• Support the implementation of IT changes that require end user support.

Risk, Governance and Regulatory

• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal ABSA Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
• Ensure that processes and controls are executed in daily work and understand the reasons for the controls and the consequences for failing to adhere to prescribed processes.

People Development

• Continuously assess personal training needs and contribute to the creation and execution of development plans that enhance technical and service capabilities.
• Engage in performance review discussions, offering constructive feedback and seeking input to support mutual growth and improvement.
• Support team operational continuity by participating in leave planning and ensuring adequate coverage for business-as-usual activities.
• Actively share knowledge and provide mentorship to junior team members to foster a collaborative and skilled support environment

Education and Experience Required

• A bachelor’s degree, preferably BSc (Computing /IT), or any other equivalent

Subject Matter Expert Qualifications

• Minimum 3 years’ hands-on experience in IT support, service management, or technical operations within a corporate environment.

Knowledge & Skills:

• Operating Systems Support (Windows, MacOS)
• Hardware Troubleshooting (PCs, laptops, printers, mobile devices)
• Software Installation & Configuration (Microsoft 365, browsers, business applications)
• Network Fundamentals (Basic LAN/WAN, Wi-Fi troubleshooting)
• Active Directory Management
• Remote Support Tools (e.g., Teams, SCCM, Remote Desktop)
• Ticketing Systems (e.g., ServiceNow)
• Endpoint Security (antivirus, encryption, patching)
• ITIL Foundation Knowledge (incident, problem, change management)
• Incident Diagnosis & Resolution
• Prioritization of Issues
• Documentation of Solutions & Workarounds
• Communication & Interpersonal Skills
• Empathy and Patience
• Understanding of Business Processes
• Keeping Up with IT Trends

Education Further Education and Training Certificate (FETC): Physical, Mathematical, Computer and Life Sciences (Required)

CLICK HERE TO APPLY