IT Support and Development Analyst – Durban

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IT Support and Development Analyst – Durban

IT
KZN

The IT Support and Development Analyst role is designed for a technically proficient individual with approximately three years of practical experience, ideally gained in a consulting, ERP, or programming/development environment.
 
In this role, "Development" refers to both programming and automation development.
 
The position combines first-line support with development responsibilities, including SAP systems, database queries, AI-assisted automation, and helpdesk management.
 
The successful candidate will leverage modern automation tools while working closely with the internal IT team and other departments to improve systems and processes.
 
Key Responsibilities
    • Programming and ERP Support: Handle programming-related support and queries, with a focus on SAP and other ERP systems.
    • Assist in troubleshooting, debugging, and providing solutions for ERP modules and integrations.
    • AI & Automation Development: Assist in utilizing AI technologies (e.g., GPT APIs, Copilot, or similar) and automation platforms such as Microsoft Power Platform (Power Automate, Power Apps) to build workflows and automate repetitive tasks. Use Python and Power BI for reporting, dashboard design, and data processing.
    • Database Query Development: Create and optimize T-SQL and SAP HANA queries to extract, manipulate, and analyze data as required by business needs.
    • First-Line Support: Provide initial troubleshooting and resolution for IT-related issues, including software, hardware, and application problems.
    • Infrastructure Support: Offer first-line assistance for IT infrastructure, such as servers and networks, escalating complex issues to senior team members.
    • Helpdesk Management: Oversee the helpdesk ticketing system, logging, prioritizing, and tracking user requests to ensure timely resolution.
    • Asset Register Management: Maintain and regularly update the IT asset register, ensuring accurate records of hardware, software, and licenses. Conduct periodic checks to verify asset status and compliance.
    • User Liaison: Communicate effectively with users via telephone, email, or in-person to understand issues, provide guidance, and follow up on resolutions.
    • Documentation and Reporting: Maintain accurate records of support activities, create user guides for common issues and automation workflows, and generate basic reports on helpdesk metrics and asset register status.
    • System Monitoring: Perform routine checks on systems to identify potential issues proactively and ensure compliance with IT policies.
    • Collaboration: Work closely with the IT team and other internal departments to support project initiatives, automation rollouts, and system improvements.
 
Required Qualifications and Experience
    • A relevant IT qualification – Diploma or Degree in Information Technology, Computer Science, Informatics, or equivalent.
 
Experience:
        • Minimum 3 years in an IT support, development, or ERP-focused role.
        • Preference for candidates with background in consulting, ERP systems (e.g., SAP, Dynamics, Oracle), or programming/development.
        • Exposure to AI tools or low-code automation platforms is a strong plus.
 
Essential Skills and Knowledge
    • Technical Skills (Basic to Familiarity Level):
        • Understanding of programming concepts, with familiarity in SAP environments preferred.
        • Ability to write and debug T-SQL and SAP HANA queries.
        • Familiarity with C# development concepts.
        • Proficiency in Python and Power BI for reporting and data tasks.
        • Awareness of AI technologies (e.g., using LLMs via APIs, Microsoft Copilot, or similar) and a willingness to explore their application in business processes.
    • Automation & Low-Code Platforms (Familiarity Level):
        • Basic familiarity with Microsoft Power Platform (Power Automate, Power Apps), other RPA and automation platforms.
        • Ability to identify manual processes suitable for automation with guidance.
 
    • Systems Understanding: Good understanding of general IT systems, including Windows operating systems and standard software applications.
    • Networks and Desktop Support: Surface-level knowledge of networking principles (e.g., IP addressing, firewalls) and desktop support (e.g., hardware troubleshooting, OS installations).
    • Asset Management: Basic understanding of IT asset management processes, including tracking and auditing hardware and software inventories.
    • Problem-Solving: Analytical mindset with the ability to diagnose and resolve technical issues efficiently.
    • Communication: Excellent verbal and written communication skills, particularly for explaining technical concepts to non-technical users.
    • Tools Proficiency: Familiarity with helpdesk software, Microsoft Office Suite, asset management tools, and remote support tools.
    • Soft Skills: Customer-service oriented, with strong organizational skills, attention to detail, and the ability to work under pressure in a fast-paced environment.
 
Personal Attributes
    • Enthusiastic learner with a proactive approach to AI, automation trends, and new technologies.
    • Team player who can also work independently.
    • Reliable, with a commitment to maintaining confidentiality and data security.
    • Adaptable to evolving IT landscapes and willing to undertake on-the-job training.
    • Organized and solution-oriented.
 
Performance Metrics
    • Resolution time for support tickets.
    • User satisfaction ratings.
    • Adherence to SLAs (Service Level Agreements) for both support and development tasks.
    • Accuracy and completeness of SQL queries, code, and documentation.
    • Willingness to learn and experiment with automation workflows (Power Automate, n8n, AI integrations, etc.).
    • Progress in technical skill development as measured through completed tasks and projects.