End User Support Analyst job at Absa Bank

Background

Empowering Africa’s tomorrow, together…one story at a time. With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group. My Career Development Portal: Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility.

Job Summary

The End User Support Analyst is responsible for delivering high-quality technical support to internal users, ensuring seamless operation of IT systems and services. The role focuses on resolving incidents, managing service requests, and maintaining user satisfaction through effective communication and technical expertise. The role also involves contributing to continuous improvement initiatives, aligning support activities with business needs, and upholding IT governance and compliance standards

Job Description

Technical Outputs:

• Troubleshoot and resolve complex end-user issues across hardware, software, and network domains.
• Administer and support enterprise systems such as Active Directory, Microsoft 365, and endpoint management tools (e.g., Intune, SCCM).
• Perform root cause analysis for recurring incidents and recommend long-term solutions.
• Support and maintain endpoint security solutions including antivirus, encryption, and vulnerability management.
• Provide Level 2 support for escalated technical issues and coordinate with infrastructure and application teams.
• Participate in system upgrades, patch management, and software deployments.

Service Management Outputs:

• Ensure resolution of incidents and service requests within agreed timelines.
• Maintain and monitor SLAs for end-user support services.
• Document and improve end-to-end service management processes.
• Collaborate with infrastructure and application teams support to ensure system uptime and user satisfaction.
• Support the implementation of IT changes that require end user support.

Risk, Governance and Regulatory

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal ABSA Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role. Ensure that processes and controls are executed in daily work and understand the reasons for the controls and the consequences for failing to adhere to prescribed processes.

People Development Outputs:

• Continuously assess personal training needs and contribute to the creation and execution of development plans that enhance technical and service capabilities.
• Engage in performance review discussions, offering constructive feedback and seeking input to support mutual growth and improvement.
• Support team operational continuity by participating in leave planning and ensuring adequate coverage for business-as-usual activities.
• Actively share knowledge and provide mentorship to junior team members to foster a collaborative and skilled support environment.

Knowledge & Expertise

Education and Experience Required

• A bachelor’s degree, preferably BSc (Computing /IT), or any other equivalent.

Subject Matter Expert Qualifications

• Minimum 3 years’ hands-on experience in IT support, service management, or technical operations within a corporate environment.

Knowledge & Skills:

• Operating Systems Support (Windows, MacOS)
• Hardware Troubleshooting (PCs, laptops, printers, mobile devices)
• Software Installation & Configuration (Microsoft 365, browsers, business applications)
• Network Fundamentals (Basic LAN/WAN, Wi-Fi troubleshooting)
• Active Directory Management
• Remote Support Tools (e.g., Teams, SCCM, Remote Desktop)
• Ticketing Systems (e.g., ServiceNow)
• Endpoint Security (antivirus, encryption, patching)
• ITIL Foundation Knowledge (incident, problem, change management)
• Incident Diagnosis & Resolution
• Prioritization of Issues
• Documentation of Solutions & Workarounds
• Communication & Interpersonal Skills
• Empathy and Patience
• Understanding of Business Processes
• Keeping Up with IT Trends

Education

Further Education and Training Certificate (FETC): Physical, Mathematical, Computer and Life Sciences (Required)

End User Technology Analyst (Fixed Term - 6 Months)

• Troubleshoot and resolve complex end-user issues across hardware, software, and network domains.
• Administer and support enterprise systems such as Active Directory, Microsoft 365, and endpoint management tools (e.g., Intune, SCCM).
• Perform root cause analysis for recurring incidents and recommend long-term solutions.
• Support and maintain endpoint security solutions including antivirus, encryption, and vulnerability management.
• Provide Level 2 support for escalated technical issues and coordinate with infrastructure and application teams.
• Participate in system upgrades, patch management, and software deployments.
• Ensure resolution of incidents and service requests within agreed timelines.
• Maintain and monitor SLAs for end-user support services.
• Document and improve end-to-end service management processes.
• Collaborate with infrastructure and application teams support to ensure system uptime and user satisfaction.
• Support the implementation of IT changes that require end user support.
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal ABSA Policies and Policy Standards.
• Understand and manage risks and risk events (incidents) relevant to the role.
• Ensure that processes and controls are executed in daily work and understand the reasons for the controls and the consequences for failing to adhere to prescribed processes.
• Continuously assess personal training needs and contribute to the creation and execution of development plans that enhance technical and service capabilities.
• Engage in performance review discussions, offering constructive feedback and seeking input to support mutual growth and improvement.
• Support team operational continuity by participating in leave planning and ensuring adequate coverage for business-as-usual activities.
• Actively share knowledge and provide mentorship to junior team members to foster a collaborative and skilled support environment.

• Operating Systems Support (Windows, MacOS)
• Hardware Troubleshooting (PCs, laptops, printers, mobile devices)
• Software Installation & Configuration (Microsoft 365, browsers, business applications)
• Network Fundamentals (Basic LAN/WAN, Wi-Fi troubleshooting)
• Active Directory Management
• Remote Support Tools (e.g., Teams, SCCM, Remote Desktop)
• Ticketing Systems (e.g., ServiceNow)
• Endpoint Security (antivirus, encryption, patching)
• ITIL Foundation Knowledge (incident, problem, change management)
• Incident Diagnosis & Resolution
• Prioritization of Issues
• Documentation of Solutions & Workarounds
• Communication & Interpersonal Skills
• Empathy and Patience
• Understanding of Business Processes
• Keeping Up with IT Trends

• A bachelor’s degree, preferably BSc (Computing /IT), or any other equivalent.
• Minimum 3 years’ hands-on experience in IT support, service management, or technical operations within a corporate environment.
• Further Education and Training Certificate (FETC): Physical, Mathematical, Computer and Life Sciences (Required)