SUMMARY:
Systems Analyst Agent
R17500
Odoo Experience
POSITION INFO:
Systems Analyst Agent – R17500.00 basic
Bellville
Functional Duties and Responsibilities
- Provide responsive and courteous technical and system support to end-users via various channels, including phone, email, chat, or in-person
- Efficient issue and problem resolution - diagnose and resolve system and sub-system related issues reported by users
- Reset user passwords, unlock accounts, and manage user access and licenses based on organisational policies
- Assist users with using and troubleshooting the system and related processes in order to self-troubleshoot and resolve issues
- Offer remote assistance to users who are not physically present, using remote support tools to diagnose and resolve issues
- Ensure that users follow security protocols, such as using strong passwords and being cautious about phishing emails and other security concerns
- Perform UAT, as directed, to ensure changes are thoroughly tested and signed off before deployed to production
- Utilise monitoring tools to proactively identify and address potential issues, ensuring high system availability, capacity and performance
- Diligently and accurately perform proactive system maintenance, administrative, and reporting tasks
- Highlight opportunities to automate routine tasks and processes to improve efficiency and reduce manual intervention
- Maintain accurate records of user issues, resolutions, and support activities, ensuring a comprehensive knowledge base
- Provide training to users on new system features and enhancements, best practices, internal protocols, and tools to enhance their technical understanding and operating skills
- Maintain comprehensive documentation of system configurations, procedures, and troubleshooting steps for reference and knowledge sharing
- Create, manage, and track support tickets using a ticketing system to ensure timely and efficient issue resolution
- Communicate effectively with users and other stakeholders, providing status updates and information about issue resolution progress
- Report and escalate service outages, anomalies, risks, vulnerabilities, mistakes, and service dissatisfaction
- Stay updated on the system, its sub-systems and features, latest technologies, tools, and trends in the IT field to provide better support and insights to users
Qualifications / Certificates:
- National Matric Certificate
- Basic XML, Python or JS
- Basic SQL/Postgres
- Odoo Certification V15/V16
- ITIL V4
Work Experience:
- 2 – 4 years practical experience as a Systems Support Analyst. Application Support Analyst or similar
