Service Desk Analyst

Job Description

The Service Desk Analyst will be responsible for providing first-level support to end-users, troubleshooting technical issues, and ensuring a high level of customer satisfaction. This role requires strong communication skills, a customer-oriented mindset, and technical know-how to resolve issues efficiently.

Responsibilities

• Act as the first point of contact for users seeking technical assistance.
• Identify and resolve technical issues related to software, hardware, and network.
• Manage service requests and track the status of ongoing issues.
• Prepare training materials and provide user training as needed.
• Collaborate with IT staff to create and maintain support documentation.
• Help with system upgrades and maintenance activities.
• Ensure compliance with IT policies and procedures.
• Assist with inventory and asset management.

Requirements

Education

• National Diploma in IT or related field

Experience

• 1-2 years of experience in IT support or service desk roles

Technical Skills

• Email and Office Suite Support
• Active Directory

Soft Skills

• Adaptability
• Attention to Detail

Certifications

• Microsoft Certified: Azure Fundamentals

Languages

• English: Fluent

Advantageous

• Knowledge of Remote Support Tools: Experience with tools such as TeamViewer or AnyDesk for remote support.
• Basic Scripting Skills: Understanding of basic scripting for automating repetitive tasks.

Benefits

• Comprehensive health and wellness benefits
• Opportunity for career advancement and training
• Work-life balance initiatives
• Dynamic and inclusive workplace culture

Company Culture

• Innovation-Driven: We encourage creative thinking and innovation in all aspects of our work.
• Employee Wellbeing: Our focus is on the well-being of our employees, providing support and resources for a healthy work-life balance.
• Recognition: We believe in recognizing and rewarding our employees for their hard work and achievements.