Information Technology Analyst

The IT Support Analyst is responsible for providing first and second-level technical support to end users,

administering IT service desk operations, and supporting the development and maintenance of web-

based applications and system integrations. The role requires a combination of strong customer service

skills, technical proficiency in server environments, and hands-on experience with REST API

development and enterprise application platforms.

Serve as the primary contact for all IT-related issues and requests from end users, managing the IT

Service Desk in accordance with ITIL best practices.

• Provide first-level technical support, triaging and resolving incidents and service requests within

defined SLA timeframes.

• Escalate complex technical issues to second-level or expert support teams and follow up to ensure

prompt resolution.

• Log, categorise, and track all incidents and service requests in the service desk system; perform

regular trend analysis to identify recurring issues.

• Communicate resolution status and root cause analysis to end users and relevant stakeholders.

• Develop and maintain end-user training materials, self-help guides, and FAQs to reduce repeat

incidents.

• Conduct internal customer satisfaction surveys and use feedback to drive continuous improvement in

service delivery.

• Prepare and submit periodic management reports to the Business Systems Manager covering

service desk performance and KPIs.

B. REST API Development & Integration

• Design, develop, test, and maintain REST APIs to support business application integrations and data

exchange between systems.

• Work with JSON data structures for API request/response handling, data transformation, and system

integration tasks.

• Use Postman or equivalent tools for API development, testing, debugging, and documentation.

• Collaborate with business stakeholders to understand integration requirements and translate them

into technical specifications.

• Document all API endpoints, parameters, authentication methods, and integration workflows.

• Monitor API performance and resolve issues related to connectivity, data integrity, and response

times.

C. Server Administration & Web Application Support

• Administer and maintain Windows Server and Linux Server environments, ensuring optimal performance, security, and availability. • Install, configure, and manage Apache HTTP Server (HTTPd) and Apache Tomcat application server instances. • Deploy, monitor, and support Java-based web applications hosted on Apache Tomcat, including troubleshooting application errors and performance issues. • Manage server patching, updates, backups, and security configurations in line with IT policies and best practices. • Monitor server health, resource utilisation, and uptime; proactively resolve issues to prevent service disruptions. • Support the configuration and management of virtual environments and server infrastructure as required. • Maintain technical documentation for server configurations, deployment procedures, and application environments.

D. General IT Support

• Assist in the identification, analysis, and development of IT solutions that support business continuity

and operational efficiency.

• Keep abreast of emerging technologies, IT trends, and industry best practices relevant to the role.

• Participate in IT projects, system upgrades, and infrastructure improvement initiatives as required.

• Ensure ongoing skills enhancement through self-learning, knowledge sharing, and participation in

training programmes.

• Maintain awareness of general plant and business operations to support on-call duty requirements.

• Perform any other tasks assigned by the Business Systems Manager or IT leadership.

KEY REQUIREMENTS

Education and Work Experience

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related

field.

• Full Grade Twelve (12) School Certificate.

• Minimum of 2 years' experience in an IT support or systems administration role.

• Demonstrated experience in REST API development and working with JSON data formats.

• Hands-on experience with Windows Server and/or Linux Server administration.

• Experience with Apache HTTPd Server, Apache Tomcat, and Java web application support.

• Experience using Postman or similar API testing tools.

• Professional IT certification (e.g. CompTIA A+, CompTIA Network+, ITIL Foundation) is an added

advantage.

Technical Skills & Competencies

• REST API design, development, and integration.

• JSON data handling, parsing, and transformation.

• API testing and debugging using Postman or equivalent tools.

• Windows Server administration (Active Directory, DNS, DHCP, Group Policy).

• Linux Server administration (command-line proficiency, user management, services, and scripting).

• Apache HTTP Server (HTTPd) configuration and management.

• Apache Tomcat — deployment, configuration, and troubleshooting of Java web applications.

• Java web application support and basic understanding of Java application architecture.

• IT Service Management (ITIL framework) and service desk operations.

• Software configuration, hardware installation, and troubleshooting.

Behavioural Competencies

• Strong analytical and problem-solving skills with a structured, methodical approach.

• Excellent oral and written communication skills with ability to explain technical concepts to non-technical users. • Customer-focused mindset with a commitment to high-quality service delivery. • Ability to manage multiple priorities and work effectively under pressure. • Team player with the ability to collaborate across departments and levels. • Self-motivated, proactive, and committed to continuous learning and professional development. • High level of integrity, attention to detail, and accountability