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Support Analyst Team Lead

1 month ago

Port Elizabeth, Eastern Cape, South Africa EnableSA (Pty) Ltd Full time
Job Title: Support Analyst Team Lead

We are seeking a highly skilled and experienced Support Analyst Team Lead to join our team at EnableSA (Pty) Ltd. As a Support Analyst Team Lead, you will be responsible for leading a dynamic support team and elevating the performance of applications within the Operations Applications suite.

Key Responsibilities:
  • Support and maintain applications within the role's scope
  • Adhere to established processes and documentation
  • Diagnose and analyze issues promptly and professionally
  • Monitor production application components for high availability and client satisfaction
  • Collaborate with development teams to resolve incidents related to system alerts
  • Build and maintain relationships with key partners and customers
  • Identify opportunities for improvements in processes, systems, and applications
  • Understand the software development lifecycle
  • Exercise initiative, sound judgment, and discretion
  • Demonstrate effective communication and organizational skills
  • Conduct research into IT issues and products as needed
  • Present ideas in clear, user-friendly language
  • Provide timely and accurate monthly reports to management
  • Gain proficiency in the support system's workflow and capabilities
Requirements:
  • Relevant qualification or related experience
  • Understanding of the ability to read and debug code advantageous
  • Understanding of different message formats advantageous
Experience:
  • Customer support experience
  • Excellent written and communication skills
  • Excellent interpersonal skills
  • Ability to perform general mathematical calculations for creating business cases, budgets, and so on
  • Highly self-motivated and directed
  • Detail oriented
  • Focus on solution, proven analytical, evaluative, and problem-solving abilities
  • Able to work under pressure, showing ability to prioritize effectively and execute tasks in a high-pressure environment
  • Exceptional customer service focus
  • Team player
  • Extensive experience working in a team-oriented, collaborative environment
  • C#,.NET, MS SQL advantageous