End User Support Technician

1 week ago

Bloemfontein, South Africa Legal Aid South Africa Full time

**REF: NO/IS/EUST/20/06/2025**

**END USER SUPPORT TECHNICIAN**

**INTERNAL AND EXTERNAL ADVERTISEMENT**

**FREE STATE/NORTH WEST PROVINCIAL OFFICE (INFORMATION SYSTEMS DEPARTMENT)**

Legal Aid SA is a National Public Entity; a key contributor to South Africa’s constitutional democracy, providing quality legal services to indigent and vulnerable persons. The organisation has a national footprint in all nine (9) provinces. Legal Aid SA is a credible employer of choice, boasting Top Employer SA accreditation for 16 consecutive years. We offer an exciting Employee Value Proposition with opportunities for development, career growth and an inspiring workplace.

**KEY OUTPUTS**
- The position reports to the Business Application Software Manager and works closely with other IS Specialists.
- Receive and attend to logged incidents for support from business users, investigate problems and other requests for support and determine appropriate actions to take. Prioritise requests in accordance with agreed criteria.
- Provide correct responses to logged incidents by means of writing SQL Queries; making modifications to system parameters; developing work-around; track, recreate and route workflow tasks and processes; provide training to business users and escalation of incidents to 2nd and 3rd party service providers.
- Monitor progress of requests for support and ensure users and other interested parties are kept informed.
- Perform daily systems monitoring and integrations checks.
- Monitor and resolve daily PPU payments errors.
- Collaborate with other technical personnel in performing root cause analysis.
- Proactively enable the 2nd line to resolve incidents without undue escalation.
- Participate in the daily agile scrum session towards ensuring high quality delivery.

**COMPETENCIES (SKILLS, KNOWLEDGE AND ATTRIBUTES) REQUIRED**
- A recognised Grade 12 certificate plus a three (3) year Computer qualification obtained at a University/Technikon, or other acknowledged tertiary institution.
- Three (3) years of relevant work experience in an IS Department.
- A sophisticated collaborative style is advantageous.
- Experience with querying databases using SQL.
- Service excellence imperative.
- Multi-level and diverse stakeholders.
- Complexity in co-ordinating across organisational levels.
- Networking with relevant stakeholders.
- Integration across all business units.
- Effective working relationship with the IS team.
- Excellent analytical skills, business acumen and the ability to deal with ambiguity, meet demanding deadlines and manage projects.

**BASIC SALARY: Level 9 (**R468,459.00)** **plus benefits per annum**

**Enquiries to**Morwesi Tsotetsi, Tel**:011 877 2000**

**APPLICANTS NOT CONTACTED WITHIN TWO (2) MONTHS MAY CONSIDER THEIR APPLICATION UNSUCCESSFUL.**
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