IT Help Desk Analyst

Job Description

We are seeking a proactive IT Help Desk Analyst to join our friendly team in Cape Town. In this role, you will assist users with technical issues, become their go-to resource for IT inquiries, and contribute to maintaining a high level of customer satisfaction through efficient problem resolution.

Responsibilities

• Deliver outstanding customer service by assisting users in resolving their IT concerns.
• Analyze recurring issues to identify potential solutions.
• Utilize remote support tools to diagnose user problems effectively.
• Help establish and define support procedures and best practices.
• Create user accounts and maintain user access controls.
• Coordinate with third-party service providers when hardware repair is required.

Requirements

Education

• Diploma in Information Technology or related field
• Bachelor's degree in IT or Computer Science preferred

Experience

• Minimum of 2 years in a help desk or IT support position.

Technical Skills

• Mac OS
• Help Desk Software

Soft Skills

• Problem-solving
• Team Player

Certifications

• Microsoft Certified: Azure Fundamentals
• ITIL v4 Foundation Certification

Languages

• English: Fluent

Advantageous

• Basic scripting skills: Ability to write basic scripts for automation tasks.
• Experience with remote support tools: Proficient in using remote access tools for troubleshooting.

Benefits

• Comprehensive health insurance package
• Retirement savings plans with matching contributions
• Professional development opportunities
• Casual working environment

Company Culture

• Continuous Improvement: We encourage continuous improvement and lifelong learning of our employees.
• Supportive Team: Our team is supportive and believes in helping each other succeed.
• Integrity and Trust: We operate with integrity and treat all our team members with respect and trust.