Website FlySafair
FlySafair is a South African low-cost airline based in Johannesburg.
About FlySafair
FlySafair is a South African low-cost airline based in Johannesburg. It is known for its affordable domestic and regional flights and for consistently being a top performer in on-time arrivals. FlySafair serves numerous destinations across Southern Africa, including major South African cities like Johannesburg (O.R. Tambo and Lanseria), Cape Town, Durban, and Port Elizabeth.
Duties and Responsiblites
- Handle escalated incidents and complex service desk tickets, ensuring timely resolution in line with SLAs;
- Conduct root cause analysis on recurring or critical issues and propose long-term fixes;
- Collaborate with vendors and internal technical teams on problem resolution;
- Support change management processes during system upgrades, deployments, and integrations;
- Act as a mentor for Analysts, providing technical guidance and support;
- Share best practices, assist in training, and support onboarding of new team members;
- Maintain and update knowledge base articles, documentation, and troubleshooting guides;
- Assist the Supervisor in monitoring SLA compliance and system performance;
- Analyse service desk data to identify trends, recurring issues, and improvement opportunities;
- Prepare reports on escalations, ticket volumes, and problem management outcomes;
- Recommend and implement process enhancements to improve system support efficiency;
- Participate in testing and evaluating new tools, methods, and automation opportunities;
- Contribute to proactive measures that prevent incidents and reduce downtime;
- Lead projects, upgrades and rollouts of new systems, projects and airports;
- Assist with testing activities and documentation for compliance;
- Procure hardware and peripherals for equipment required;
- Provide clear communication and updates to internal users regarding escalated issues;
- Liaise with vendors on technical escalations and feedback;
- Act as secondary support to the Supervisor during high-impact incidents or audits.
Requirements
- Grade 12 or Equivalent (Essential);
- Diploma in IT, Computer Science, or related field (Advantageous);
- 3 years’ IT/System Support experience (Essential);
- Demonstrated experience handling escalated or complex technical issues (Essential);
- Exposure to SLA monitoring, reporting tools, and ITIL practices (Essential);
- Experience mentoring or coaching junior staff (Advantageous);
- Willing to work overtime and standby where required;
- Sound understanding of service desk management practices and SLA management.
To apply for this job please visit flysafair.mcidirecthire.com.
