Job Description

Flysafair careers – Senior Systems Support Analyst

Senior Systems Support Analyst

About the Program
FlySafair Careers is seeking a Senior Systems Support Analyst to manage complex IT incidents, ensure seamless system operations, and mentor the support team. This role focuses on escalated technical issues, process improvements, and delivering high-quality system support across the organisation.

Key Responsibilities

• Manage escalated incidents and complex service desk tickets, ensuring timely resolution in line with SLAs
• Conduct root cause analysis on recurring or critical issues and propose sustainable solutions
• Collaborate with vendors and internal technical teams to resolve complex problems
• Support change management during system upgrades, deployments, and integrations
• Mentor and guide Analysts, providing technical expertise and support
• Share best practices, assist with training, and support onboarding of new team members
• Maintain and update knowledge base articles, documentation, and troubleshooting guides
• Assist the Supervisor in monitoring SLA compliance and overall system performance
• Analyse service desk data to identify trends, recurring issues, and opportunities for improvement
• Prepare reports on escalations, ticket volumes, and problem management outcomes
• Recommend and implement process enhancements to improve efficiency in system support
• Participate in testing and evaluation of new tools, methods, and automation opportunities
• Contribute to proactive measures that prevent incidents and minimize downtime
• Lead projects, system upgrades, and rollouts at new airports or locations
• Assist with testing activities and compliance documentation
• Procure necessary hardware and peripherals for IT operations
• Provide clear updates and communication to internal users regarding escalated issues
• Liaise with vendors on technical escalations and feedback
• Act as secondary support to the Supervisor during high-impact incidents or audits

Job Requirements

• Grade 12 or equivalent (Essential)
• Diploma in IT, Computer Science, or related field (Advantageous)
• Minimum 3 years’ IT/System Support experience (Essential)
• Proven experience managing escalated or complex technical issues (Essential)
• Exposure to SLA monitoring, reporting tools, and ITIL practices (Essential)
• Experience mentoring or coaching junior staff (Advantageous)
• Willingness to work overtime and standby as required
• Strong understanding of service desk management and SLA compliance

Personal Attributes

• Professional, reliable, and dependable
• High integrity with a customer-focused mindset
• Collaborative team player with a proactive approach
• Adaptable and committed to continuous improvement
• Strong technical troubleshooting and problem-solving skills
• Analytical mindset for root cause analysis and trend identification
• Effective mentor and guide for junior colleagues
• Excellent written and verbal communication
• Committed to SLA compliance and service excellence

Application Guidelines

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

FlySafair Reserves the Right To:

• Not proceed with this vacancy
• Appoint candidates based on operational requirements

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