Application Analyst

You will be responsible for providing support services to end users through various channels as required. You will troubleshoot and remediate issues impacting the operation of the technology infrastructure to ensure continuity of business. Additionally, you will install, configure, and monitor computer systems and networks for clients, ensuring productivity is aligned with set measures and clients" adopted policies and procedures. Your key result responsibilities will include driving the technical support team to carry out customer support properly and promptly, monitoring servers and systems, taking ownership of reported issues, responding to inquiries, providing information and feedback, and ensuring problems are recorded and tracked throughout the entire process. You will maintain positive customer working relationships with stakeholders, business users, suppliers, vendors, and other technical teams to ensure improvements in the products and services provided to ISA clients and to resolve any maintenance-related issues. Furthermore, you will provide technical and non-technical support to clients by conducting analysis, diagnosis, and troubleshooting of systems, network hardware, software faults, and bugs to resolve problems. You will identify resolutions to technical problems, carry out bug fixes for minor issues, and apply patches. Additionally, you will assist with the development and implementation of processes and service level agreements for incident management and service request management. You will also assist technical experts in planning, evaluating, testing, and implementing new technology such as systems and platforms. Moreover, you will contribute to the creation of a support knowledge base by developing and communicating IT support manuals, technical notes, and articles to clients in line with SLAs. Your role will involve utilizing different communication channels to support or guide end users on various inquiries and problems raised. In this position, you will ensure proper recording and closure of all claims and generate timely reports of different nature to capture support services activities. You will be responsible for installing, configuring, monitoring, and maintaining computer hardware, operating systems, applications, and networks. Additionally, you will support the rollout of new applications, set up new users" accounts, profiles, and passwords, and assist clients during CR implementation, UAT, and training. Furthermore, you will assist in establishing and maintaining a complete and accurate record of all IT assets within ISA, as well as establishing and maintaining security integrity and business continuity controls and documents. Responding positively to operational needs by being on-call and available for critical systems 24x7 support is also a part of this role. Other responsibilities include actively monitoring application IT performance using monitoring and controlling tools to ensure 24x7 availability, working on shifts based on team requirements, acting as Primary and/or Secondary support based on the roster, and completing the resolution of tickets based on defined targets by the team. Lastly, you may be required to perform any other additional duties as directed by the line manager.,