ERP Support Analyst – Durban

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ERP Support Analyst – Durban

IT
KZN

 
Reports To: IT & AI Manager
 
Hours (Mon–Fri: 08:00 to 16:30, Sat: 08:00 to 13:00)
 
Main Purpose:
  • Provide L1/L2 ERP support, execute SQL scripts, and assist with SAP Business One configurations.
  • Light L1 hardware support (peripheral setup, basic imaging, password resets) to maintain foundational skills for potential future insourcing.
 
Key Responsibilities:
ERP Support & Execution (Primary – ~80%):
    • Provide L1/L2 support for ERP and other app environments.
    • Execute pre-approved SQL queries, stored procedures, and data fixes under supervision.
    • Assist with ERP user onboarding, role assignments, and basic configuration.
Light L1 Hardware Support (Secondary – ~20%):
    • Assist with basic workstation setup: OS imaging, peripheral configuration, user account creation.
    • Perform password resets, software installations, and basic troubleshooting for hardware issues.
    • Escalate all L2/L3 hardware/network issues to external provider(s) immediately.
    • Document hardware interactions in Helpdesk to inform future insourcing decisions.
    • Maintain Asset Register.
Helpdesk & Task Management:
    • Use the Helpdesk System to log, track, and manage all tickets, support requests, and hardware tasks.
    • Assist general IT support team tickets during low volume periods.
    • Adhere to Helpdesk SLAs for ticket response and resolution.
Governance & Version Control (Learning Focus):
    • All scripts/code must be stored in GitHub. Training will be provided if needed.
    • No production changes without approval from the IT & AI Manager.
    • Document all changes for audit and knowledge transfer.
Reporting & Testing:
    • Assist in building basic Power BI reports and Excel dashboards under guidance.
    • Perform UAT testing for ERP patches, updates, and minor developments.
Collaboration:
    • Work closely with the IT Developer & Automation Engineer on ERP-triggered automation testing.
    • Mentor Interns on basic ERP navigation and L1 support.
 
Required Qualifications & Experience:
    • Diploma or Bachelor’s Degree in IT.
    • 3+ Years (Minimum) in IT support or ERP exposure (SAP Business One preferred).
    • SQL (Intermediate), SAP B1 navigation (Sales/Purchase/Inventory modules), basic hardware troubleshooting.
    • Power Platform basics, API awareness, Git/GitHub familiarity, Windows imaging tools.
    •  Willing to learn version control, documentation standards, and structured development practices.
    • Comfortable working within a ticketing system to manage workflow and priorities.
 
Performance Metrics:
Ticket Resolution Time – As per Helpdesk SLA.
SQL Script Accuracy  – Zero production errors from unapproved changes  
Governance Compliance – 100% of scripts in GitHub; 100% of production changes approved
Helpdesk SLA Adherence >90% of tickets updated within SLA
Hardware Task Volume <20% of total logged tasks (monitor for insourcing data)