IBM IT Support Analyst in JOHANNESBURG, South Africa

Over the past 100 years, IBMers all over the globe have helped make the world work better and smarter. In this new era of Cognitive Business, IBM is helping to reshape industries by bringing together our expertise in Cloud, Analytics, Security, Mobile, and the Internet of Things: Changing how we create, collaborate, analyze and engage. From transforming healthcare to improving the retail shopping experience – it’s what IBMers do. In Africa, we’ve been changing the way the continent does business for more than 50 years, and as our company continues to grow, we’re looking for talented professionals to join us in this new era. Join us and be part of a diverse and global team of thinkers and doers, and make an impact.The IT Support Analyst will provide 2nd and 3rd level technical support and guidance to Users on a regional basis,ensuring all desktop / laptop systems, networked systems and telecommunication systems are functional and that agreed service levels are metResponsibilities:To manage and support desktop / laptop hardware and Business software systems within agreed SLA’s 
To plan, evaluate and propose improvements to desktop systems and provide extended support as and when required 
Assist local network installation projects, including cabling and patching 
Assist network server support and maintenance procedures 
Assist in the maintenance and administration of telephone systems 
Develop allocated primary skills in support of the Operations team 
Assist in local project implementation, such as technology refresh and roll outs and project work Respond to Helpdesk reported support calls via telephone/desk-side support and remote access 
assistance 
To maintain the Helpdesk system, recording appropriate information for fault incident and fault 
resolution as well as new requests 
Responding to Helpdesk reported change requests 
Escalating support calls as prescribed by the escalation procedure and within the service level 
agreement 
Carry out administrative duties; e.g. maintenance of user access rights, and distribution of 
consumables etc. 
Provide support to other regions when required

IT Degree and at least three years’ hands-on experience of operating systems, with emphasis on Windows 7 and Windows 2003/2008/2012 ServerStrong PC hardware understand and competency 
At least three years’ practical experience of MS Office products - preferable MicrosoftPrimary Technical Competencies:Windows 2003 / 2008 / 2012 Server
MS Office 2003 / 2007 / 2010 / 2013
MS Windows 7 Professional / Enterprise
PC hardware and software configuration
LAN infrastructure
Video / Voice Conference Support / administration Active Directory AdministrationStrong customer liaison skills

Domestic Delivery

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.