End User Technology Analyst (Fixed Term – 6 Months)

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

Technical

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

Outputs:

• 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

Outputs:

• 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.

Knowledge & Expertise

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)