Job Description

Flysafair careers – Systems Support Analyst

Job Title: Systems Support Analyst

Company: Flysafair Careers

Job Purpose

The Systems Support Analyst is responsible for providing first-line and second-line system support by responding to service desk incidents, troubleshooting system and application issues, and ensuring timely resolution in line with agreed service levels. The role supports operational continuity through effective incident management, user support, and collaboration with internal teams and external vendors.

Key Responsibilities

Service Desk & Incident Management

• Respond to, investigate, and resolve service desk tickets in accordance with SLA targets.
• Troubleshoot application errors, system performance issues, and end-user problems.
• Perform initial incident analysis to identify root causes and apply appropriate resolutions.
• Escalate complex or unresolved incidents to the Senior Analyst or Supervisor when required.
• Maintain accurate and detailed records of incidents, resolutions, and actions taken in the ticketing system.

System Monitoring & Maintenance

• Conduct routine system checks, monitoring, and preventative maintenance activities.
• Identify potential system issues and take proactive steps to minimise downtime.

User Support & Communication

• Provide clear, professional, and timely communication to users regarding system incidents, updates, and resolutions.
• Guide users on correct system usage and basic troubleshooting techniques.
• Identify recurring user issues and escalate training or system improvement needs to the Supervisor.

Projects, Testing & Collaboration

• Provide onsite support during system upgrades, deployments, and project rollouts.
• Support testing activities for system enhancements and new implementations.
• Participate in handover processes from project teams to operations, including documentation and testing.
• Work closely with Senior Analysts, Supervisors, and third-party vendors to resolve escalated issues.

Continuous Improvement

• Participate in team stand-ups and contribute to service improvements and operational efficiencies.
• Apply a basic understanding of service desk best practices and SLA management to daily operations.

Job Requirements

• Grade 12 or equivalent qualification.
• Diploma or Certificate in IT, Computer Science, or a related field is advantageous.
• Minimum of 1 year’s experience in an IT or systems support environment.
• Proven experience working on a support desk.
• Willingness to work overtime when required.
• Availability to participate in standby duties.

Personal Attributes

• Professional and customer-focused approach.
• High levels of integrity, reliability, and dependability.
• Proactive and solutions-driven mindset.
• Strong collaboration skills with the ability to work effectively in a team environment.

Application Guidelines

• Email applications will not be accepted.
• Preference will be given to candidates from under-represented designated groups.
• If no feedback is received within two weeks from the closing date, please consider the application unsuccessful.

Flysafair Reserves the Right

• Not to proceed with the vacancy.
• To appoint candidates in line with operational requirements.

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