Service Desk Analyst

Job Description

Join our dynamic team as a Service Desk Analyst! Your mission will be to provide exceptional IT support and administration to staff in Pretoria. Ideal candidates are detail-oriented problem solvers with a customer-centric approach, capable of navigating and resolving various technical queries efficiently.

Responsibilities

• Provide first-line support for all IT-related issues within the organization.
• Coordinate the installation and configuration of applications and software updates.
• Engage with users ensuring a high level of user satisfaction.
• Log all service requests into the helpdesk software and track progress.
• Develop and update training material and documentation.
• Collaborate with vendors for support of third-party applications.
• Assist with the implementation of new technology and tools.
• Regularly review and report on IT system performance metrics.
• Guide users in utilizing resources effectively and safely.
• Foster a positive working environment while maintaining professional service levels.

Requirements

Education

• National Diploma in IT or relevant field
• Certifications in ITIL or service desk management preferred

Experience

• 1+ years of experience in a help desk or service desk environment

Technical Skills

• Help Desk Software
• Microsoft Office Suite

Soft Skills

• Customer Service Orientation
• Adaptability

Certifications

• ITIL Foundation
• CompTIA A+

Languages

• English: Fluent

Advantageous

• Familiarity with remote desktop tools: Experience with software like TeamViewer or AnyDesk for remote support is advantageous.
• Basic scripting skills: Knowledge of scripting can enhance efficiency and performance in the role.

Benefits

• Comprehensive health and wellness program
• Retirement benefits
• Regular training and development opportunities
• Team building activities and events

Company Culture

• Teamwork: Collaboration and teamwork are at the heart of our culture, where every individual’s contribution is valued.
• Professional Development: We prioritize the professional development of our employees through regular training and mentorship.
• Work-Life Balance: We promote a healthy work-life balance and offer flexibility to our employees.