IT Systems Analyst

Position Overview:CICS is looking for a full-time System Analyst to provide analysis, design, implementation and support for the end‑user computing environment across multiple clients. The System Analyst is responsible for resolving technical requests, restoring service promptly, contributing to continuous service delivery and participating in project activities. Work is delivered in a dynamic, fast-paced environment using telephone, e-mail and IT service management tools, and involves liaising with technical teams and business stakeholders.

Main Duties and Responsibilities:

• Provide an excellent customer/client experience by responding promptly and professionally to technical enquiries and support requests.
• Take ownership of incidents and service requests: perform problem analysis, identify root causes, and implement temporary workarounds or permanent fixes to restore service as quickly as possible.
• Escalate incidents to specialist support teams or vendors when required and coordinate follow-up until resolution.
• Analyse end‑user requirements and determine appropriate software and hardware configurations, including specification, procurement recommendations and deployment plans.
• Design, test and implement changes to systems and applications to meet business requirements while following change control and release procedures.
• Prepare and maintain technical documentation, runbooks and standard operating procedures for support and maintenance tasks.
• Accurately record, update and document incidents, requests, and changes in the IT service desk system in accordance with service management processes.
• Coordinate and deliver assigned project tasks, including system builds, upgrades, migrations and deployments, working to project plans and timelines.
• Work collaboratively with other internal teams, third‑party service providers and vendors to deliver integrated solutions and resolve cross‑team issues.
• Maintain effective verbal and written communication with end users, business stakeholders and technical teams to ensure expectations, priorities and outcomes are clear.
• Contribute to continuous improvement initiatives: identify recurring issues, recommend process or configuration changes, and assist in implementing preventive controls.

Qualifications and Experience:

• Tertiary qualifications (or equivalent)
• Relevant IT experience
• Excellent communication skills
• Experience with Operating systems, Hardware and software configurations
• Great support attitude
• Problem solving skills
• Ability to plan and prioritise workload without supervision.
• Experience working in Windows 11 operating system
• Experience with managing Microsoft Office 365 environments.
• Experience in responding to ticket-based support system and documentation.

Highly Regarded Values:

• Team player
• Attention to detail and critical thinker
• Performance improvement
• Active contributor
• Customer focused