IT Support Analist

Job Description

The IT Support Analyst provides first-line IT support to staff, assists in maintaining IT systems, user access, and IT assets, supports intranet content management, and contributes to documentation and basic process improvement initiatives. The role supports day-to-day IT operations while developing capacity for systems administration and digital workplace support.

Key Responsibilities

IT Support & Helpdesk

• Provide Tier 1 IT support for hardware, software, and connectivity issues
• Troubleshoot and resolve common user issues (email, printers, Microsoft 365, laptops)
• Log, track, and resolve IT support requests within agreed SLAs
• Escalate complex issues appropriately and follow up on resolutions
• Support setup, configuration, and maintenance of end-user devices

User & Access Management

• Assist with onboarding and offboarding of employees (user accounts, email, system access, devices)
• Ensure access rights align with IT security policies and approval processes
• Maintain accurate records of users, permissions, and system access

IT Asset & Inventory Management

• Maintain and regularly update the IT asset register
• Track issuance, return, condition, and lifecycle of IT equipment
• Support IT procurement, replacement planning, and asset audits

Documentation & Knowledge Management

• Create and maintain IT documentation, SOPs, and user guides
• Contribute to an internal IT knowledge base for common issues
• Ensure documentation is clear, accurate, and kept up to date

Systems & Digital Workplace Support

• Assist with administration and support of Microsoft 365 tools (Outlook, Teams, SharePoint)
• Support basic workflow automation and digitisation initiatives
• Identify repetitive manual tasks that can be improved or automated

Intranet & Internal Systems Support

• Partially manage and maintain the organisation's intranet pages
• Update intranet content such as announcements, documents, links, and departmental pages
• Ensure intranet content is accurate, current, and well-structured
• Support departments with basic intranet updates and access requests
• Follow content governance, branding, and approval guidelines
• Assist in improving intranet usability and navigation

Security & Compliance Support

• Adhere to IT security policies and best practices
• Support basic security awareness (password hygiene, phishing reporting)
• Assist with audits, access reviews, or compliance checks when required

Required Skills and Qualifications

• Degree in Information Technology, Computer Science, or a related field
• 1 to 3 years' experience in an IT support, helpdesk, or systems administration role
• Working knowledge of Microsoft 365 (Outlook, Teams, SharePoint) and Windows operating systems
• Basic understanding of networking, hardware troubleshooting, and user access management
• Familiarity with IT service management principles; ITIL awareness an advantage
• Strong written and verbal communication skills, with the ability to produce clear technical documentation and user guides
• Detail-oriented, with strong organisational and record-keeping skills
• Ability to manage multiple support requests concurrently and prioritise effectively
• A professional, service-oriented approach with high levels of integrity and discretion

Application Requirements

Candidates must submit the following documents:

1. CV
2. Cover Letter addressing:
   • Why you are interested in joining Africa GreenCo.
   • What unique skills, experiences, and perspectives you can contribute to the organisation.

Both documents are required for the application to be considered.

Time Commitment

This is a full-time role. While the standard working week is 40 hours, the ideal candidate must be willing to travel and work flexible hours to achieve GreenCo's business objectives

Conflict of Interest

Potential conflicts of interest must be declared and discussed prior to this appointment