IT Support Analyst

An opportunity for an IT Support Analyst in the Cape Town region:
Under general supervision, the role involves monitoring, operating, and maintaining hardware, software, and networks for a national computing platform. It primarily involves telephonic support using remote management and collaboration tools. Responsibilities also include configuring, assembling, and installing computers and peripheral equipment, providing technical support for various IT issues, and escalating complex problems for faster resolution. Additionally, the role includes upgrading, modifying, and replacing hardware, software, and network components, as well as creating and managing user login accounts. Staying updated on operational support technologies, industry trends, and adhering to RI Group standards is also expected.

**Requirements**:
PRINCIPAL DUTIES & RESPONSIBILITIES
- Supporting users remotely using remote management and other collaboration tools.
- Maintaining a high degree of customer service for all support queries and adhering to all service management principles.
- Taking ownership of user problems and being pro-active when dealing with user issues.
- Logging all incidents on the service desk toolset (ServiceNow).
- Responding to incidents raised by end users and assisting with the resolution of any hardware or software related problems including but not limited to desktops, laptops, telephony, mobile devices and printers.
- Maintain incident history on service desk toolset of any software or hardware problems detected.
- Supporting users in the use of computer equipment by providing appropriate training and guidance.
- Escalating more complex calls to the relevant IT Support colleague.
- Troubleshoot network connectivity for all business units
- Keep abreast of operational support technologies, industry trends, Group standards, and ensure these are adhered to
- Assist with Network and Server Administration.
- Assist with maintaining and implementing backup and recovery systems
- Assist with management and maintenance of all server room hardware, including but not limited to cabling, servers, routers and switche

**Benefits**:
Employment Equity