Support Analyst

Description

Provide assistance, advice, and solutions for standard to moderately complex ERP issues, ensuring timely resolution of client requests in line with defined service level agreements. The role is responsible for maintaining accurate case records, contributing to the team knowledge base, and supporting continuous improvement initiatives within Global Support Operations.

Requirements

Minimum Level of Education

• NQF Level 4 / Senior Certificate as a minimum requirement

Beneficial Qualifications

• Bachelor’s degree in Computer Science or Computer Engineering; Syspro ERP certifications

Minimum Experience

• 2–3 years of experience in software design, testing, and/or troubleshooting;

  experience in customer service or client-facing roles;

  experience with ticketing systems and case management tools

• Compulsory: proven Syspro ERP product experience

Special Skills and Knowledge

• Good understanding of ERP systems and business processes, with solid troubleshooting and problem-solving skills encompassing conceptual understanding, analysis, debugging, and solution provision.
• Proficiency in Microsoft Office, Microsoft SQL, and Syspro Reporting Services, with basic knowledge of database concepts, reporting tools, and system administration.
• Experience with ticketing systems and case management tools, with the ability to maintain accurate records and follow established escalation procedures consistently.
• Strong client communication skills – able to manage expectations, provide clear and timely status updates, and maintain professionalism in all client-facing interactions.
• Organised and detail-oriented, with the ability to manage multiple open cases simultaneously and meet tight SLA deadlines without compromising quality.
• Collaborative team player with the ability to work effectively across a broad cultural spectrum and contribute to knowledge sharing and continuous improvement initiatives.