Support Analyst Team Lead

1 month ago

Port Elizabeth, South Africa EnableSA (Pty) Ltd Full time
Our client in Port Elizabeth is seeking a passionate Support Analyst Team Lead to lead a dynamic support team and elevate the performance of applications within the Operations Applications suite. This is your chance to make a significant impact in a collaborative environment
Key responsibilities include:
  • Supporting and maintaining applications within the role's scope
  • Adhering to established processes and documentation
  • Diagnosing and analyzing issues promptly and professionally
  • Monitoring production application components for high availability and client satisfaction
  • Collaborating with development teams to resolve incidents related to system alerts
  • Building and maintaining relationships with key partners and customers
  • Identifying opportunities for improvements in processes, systems, and applications
  • Understanding the software development lifecycle
  • Exercising initiative, sound judgment, and discretion
  • Demonstrating effective communication and organizational skills
  • Conducting research into IT issues and products as needed
  • Presenting ideas in clear, user-friendly language
  • Providing timely and accurate monthly reports to management
  • Gaining proficiency in the support system's workflow and capabilities


RequirementsQUALIFICATIONS:
  • Relevant qualification or related experience
  • An understanding of the ability to read and debug code advantageous
  • An 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
  • Has knowledge and understanding of Development 
  • 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
  • ITIL certified
  • C#, .NET, MS SQL advantageous
  • Experienced in Fresh Service (Advantageous) 


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