Help Desk Analyst

Job Description

Join our Johannesburg team as a Help Desk Analyst, where you'll support our users by troubleshooting and resolving technical issues, both hardware and software. You will provide guidance on software usage and system functionalities, ensuring that all inquiries are addressed professionally and promptly. Ideal candidates find joy in problem-solving and possess excellent communication skills.

Responsibilities

• Serve as the primary contact for IT support requests.
• Assess and prioritize ticket requests based on urgency and impact.
• Stay updated with the latest technology trends to better assist users.
• Provide feedback on possible improvements for user experience.
• Assist users with email setup, configuration, and troubleshooting.
• Promote cybersecurity best practices among staff.
• Ensure confidentiality and compliance with data protection regulations.
• Engage in team meetings to share knowledge and develop solutions.
• Deliver exceptional customer service at all times.
• Coordinate with external vendors when necessary.

Requirements

Education

• Bachelor's degree in Computer Science or Information Technology

Experience

• 3+ years of experience in a help desk or customer support role

Technical Skills

• Help Desk Software
• Remote Support Tools

Soft Skills

• Adaptability
• Teamwork

Languages

• English: Fluent

Advantageous

• Knowledge of incident management tools: Experience with tools like ServiceNow or Jira for incident tracking.
• Understanding of cloud computing concepts: Awareness of cloud technologies and their applications.

Benefits

• Comprehensive health insurance
• Paid time off and public holidays
• Access to training and professional development
• Career advancement opportunities within the company

Company Culture

• Diversity and Inclusion: We value diversity and promote an inclusive workplace that celebrates different backgrounds.
• Team Bonding: Frequent team-building exercises that promote camaraderie and teamwork.