IT Problem Analyst

Job Description

RCL FOODS is a deeply rooted South African food manufacturer that produces some of the country’s most-loved brands, including Yum Yum peanut butter, Nola mayonnaise, Ouma rusks, and Selati sugar, just to name a few. At the heart of our culture and strategy is our Purpose – WE GROW WHAT MATTERS – which reflects our belief in collectively doing that little more to create a positive impact that truly matters.

Visit our website: www.rclfoods.com

We are on the lookout for a Junior IT Problem Analyst to join IT team at our Head Office in Durban. This role would report to the Applications Manager.

The Junior IT Problem Analyst will be responsible for providing efficient IT application support by resolving user queries, maintaining system processes and documentation, coordinating testing and issue resolution activities, and promoting continuous improvement through analysis, user guidance, and collaboration with business and application teams to ensure effective system utilisation and operational compliance.

Duties & Responsibilities

• Respond to user queries and support requests within agreed service level standards.
• Administer and monitor system workflows, approvals, and related activities, ensuring compliance with established procedures.
• Coordinate meetings, maintain action item logs, and track progress of assigned activities.
• Follow up with business users on testing activities and ensure supporting documentation is appropriately maintained.
• Escalate complex issues to Business Analysts, technical specialists, or Application Managers while monitoring progress to resolution.
• Maintain and update support documentation, process records, and query tracking logs.
• Assist with preparation and maintenance of end-user training materials and user guides.
• Identify recurring issues and communicate improvement opportunities to the Applications team.

Minimum Requirements

• National Diploma in IT, Information Systems, Business Administration, HR or equivalent certification
• Minimum of 2 years to 3 years' experience in an application support environment or super user capacity.
• Knowledge and experience in ERP (HCM SAP/Syspro experience Advantageous)
• Knowledge and experience in other HR systems
• Customer support experience (Advantageous)
• Exposure to IT Service Management Tools (Advantageous)