Job Description

Flysafair careers – Senior Systems Support Analyst

Senior Systems Support Analyst – About the Program

Join FlySafair Careers as a Senior Systems Support Analyst and play a key role in managing complex technical issues, ensuring system stability, and supporting continuous improvement across IT operations.

Senior Systems Support Analyst – Job Description

• Manage escalated incidents and complex service desk tickets, ensuring timely resolution according to SLAs
• Conduct root cause analysis for recurring or critical issues and recommend long-term solutions
• Collaborate with vendors and internal technical teams to resolve problems efficiently
• Support change management processes during system upgrades, deployments, and integrations
• Mentor and provide technical guidance to Analysts, assisting with training and onboarding
• Maintain and update knowledge base articles, documentation, and troubleshooting guides
• Assist the Supervisor in monitoring SLA compliance and system performance
• Analyse service desk data to identify trends, recurring issues, and improvement opportunities
• Prepare reports on escalations, ticket volumes, and problem management outcomes
• Recommend and implement process improvements to enhance system support efficiency
• Participate in testing and evaluation of new tools, methods, and automation opportunities
• Contribute to proactive measures that prevent incidents and reduce downtime
• Lead projects, system upgrades, and rollout initiatives across sites and airports
• Assist with testing activities and maintain compliance documentation
• Procure hardware and peripherals required for IT operations
• Communicate clearly with internal users regarding escalated issues
• Liaise with vendors on technical escalations and provide feedback
• Act as secondary support to the Supervisor during high-impact incidents or audits

Senior Systems Support Analyst – Job Requirements

• Grade 12 or equivalent
• Diploma in IT, Computer Science, or related field
• Minimum 3 years’ experience in IT or system support
• Proven experience managing escalated or complex technical issues
• Knowledge of SLA monitoring, reporting tools, and ITIL practices
• Experience mentoring or coaching junior staff
• Willingness to work overtime and standby when required
• Sound understanding of service desk management practices and SLA compliance

Senior Systems Support Analyst – Personal Attributes

• Professional, reliable, and high integrity
• Collaborative team player with a proactive mindset
• Adaptable and focused on continuous improvement
• Strong technical troubleshooting and problem-solving skills
• Analytical approach to root cause analysis and trend identification
• Ability to guide and support junior colleagues
• Excellent verbal and written communication skills
• Customer-focused with strong attention to SLA compliance

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 the application unsuccessful

FlySafair Reserves the Right

• Not to proceed with this vacancy
• To appoint selected candidates based on operational requirements

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