System Support Analyst Job Vacancy in Kenya

Dynasoft Business Solutions Limited

Position Title: System Support Analyst

Job Summary: NAV System Support Analyst will be responsible for resolving client support items raised and advise users when they encounter a challenge in the system.

Reporting Line: This position will report directly to the Head of Support.

Key Responsibilities

  • Respond to client requests for technical assistance in person, via phone and electronically.
  • Diagnose and resolve technical hardware and software issues.
  • Log all help desk interactions using the help desk ticketing system.
  • Seek to resolve all support issues when reported; however, in case of inability to resolve the issue, the S-SSA can escalate to the Head of Support Services who shall coordinate with Head of Technical Services.
  • Inform management/Head of Support Services of recurring problems.
  • Stay current with system information, changes, and updates.
  • Follow up with customers, provide feedback and see problems through to resolution.
  • Utilize excellent customer service skills and exceed customers’ expectations.
  • Preserve and grow your knowledge of help desk procedures, products, and services.
  • Participate in the design, development, and implementation of IT Projects.
  • Ensure automatic backups have been configured at client sites by advising the client technical lead (ICT Manager).
  • Provide feedback to the product development team on recurring system issues and proposed amendments to the system design.
  • Assist the implementation and development teams on ongoing projects depending on delivery priorities and deadlines.
  • Identify any cross and up sale opportunities for all existing clients
  • Any other duty as may be assigned from time to time, including outside working hours, location, and environment.

Key Competencies

Academic and professional Qualifications

  • At least a bachelor’s degree (Computer Science/Information Technology/BBIT/Software Engineering)
  • At least three (2) years’ experience, preferably as Techno functional consultant with skills in System Development.
  • Possess at least one software development certification and/or relevant training in solution development.

Essential Skills

  • Ability to stay on the leading edge of system development, functional consultancy, and project delivery practices (multi-skilled capabilities that mix implementation and system Development.
  • Strong client facing skills.
  • Mathematical aptitude and strong analytical & problem-solving skills
  • Must be a methodical and pragmatic problem -solver who focuses on providing solutions using the simplest and most cost -effective approaches.
  • Extensive knowledge of enterprise software applications, databases, programming languages/platforms such (C#, Java, .NET, web programming etc.)
  • Experience with SDLC development processes (Waterfall, Agile, Lean) and tools such as (Jira, Confluence, Rally, Git)
  • Competent to work at a high technical level of all phases of applications programming, implementation, and system support activities.
  • Excellent organisational and time management skills
  • Accuracy and attention to detail
  • Self-development skills to keep up to date with fast-changing trends.
  • Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities.
  • Proven ability to be flexible and work hard, both independently and in a team environment, in a high-pressure ICT consultancy environment with changing priorities and tight deadlines.
  • Ability to and experience in providing workable solutions during a crisis-situation.

How to Apply

If your competence meet the above requirements and you are a self-driven, proactive and results oriented person, please send your CV and relevant academic certificates to HR through

Deadline for receiving applications is 7th September 2022