Help Desk Analyst

Job Description

We are on the hunt for a Help Desk Analyst to join our vibrant team. You will play a crucial role in responding to customer inquiries and ensuring a smooth IT operation through effective troubleshooting and resolution of issues.

Responsibilities

• Act as the first line of support for IT services.
• Identification and resolution of user issues related to IT services.
• Create user accounts and manage permissions.
• Keep software and hardware inventory updated.
• Provide summarized reports on help desk metrics.
• Participate in team meetings to discuss improvement strategies.
• Ensure customer satisfaction with prompt follow-ups.
• Assist in the development of user guides.

Requirements

Education

• Degree in Computer Science or IT-related field

Experience

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

Technical Skills

• Mac OS
• Support Tools

Soft Skills

• Customer Service
• Adaptability

Certifications

• ITIL Foundation

Languages

• English: Fluent

Advantageous

• Experience with VoIP systems: Knowledge of Voice over IP systems and configurations.
• Familiarity with ticketing software: Experience with tools like Jira or Zendesk.

Benefits

• Full medical aid cover
• Employee recognition programs
• Access to online training resources
• Work-life balance initiatives

Company Culture

• Inclusivity: Our diverse team is our strength, and we encourage all voices to be heard.
• Work Hard, Play Hard: We believe in balancing hard work with fun and camaraderie among colleagues.
• Community Focus: Giving back to our community is a core value that drives our initiatives.