Help Desk Analyst

Job Description

We are seeking a Help Desk Analyst to join our vibrant team in Durban. In this role, you will be the first point of contact for our clients, providing essential technical support and troubleshooting assistance. Your expertise will ensure that our clients receive timely and effective solutions to their IT issues while contributing to a positive customer experience.

Responsibilities

• Handle user support requests and manage resolution timelines effectively.
• Assist users with troubleshooting issues related to network connectivity and software applications.
• Provide advice and assistance to clients regarding IT best practices.
• Perform routine maintenance and updates on IT systems.
• Create and maintain user manuals and technical documentation.
• Liaise with third-party support providers when necessary.
• Ensure compliance with company policies and procedures.
• Monitor help desk ticket queues and prioritize tasks appropriately.

Requirements

Education

• Matric (Grade 12) or equivalent
• Degree or diploma in Information Technology preferred

Experience

• Experience in a customer-facing role is an advantage

Technical Skills

• Mac OS
• Cloud Services

Soft Skills

• Adaptability
• Critical Thinking

Certifications

• ITIL Foundation

Languages

• English: Fluent

Advantageous

• Scripting knowledge: Basic skills in scripting for automating support tasks.
• Familiarity with Linux systems: Basic knowledge of Linux operating systems and command line usage.

Benefits

• Comprehensive health insurance
• Retirement savings plan with company contributions
• Flexible work hours and remote work options
• Employee wellness programs and team outings.

Company Culture

• Diversity and Inclusion: We embrace diversity and are committed to creating an inclusive workplace.
• Work-Life Balance: We promote a healthy work-life balance through flexible work arrangements.
• Recognition: We value and recognize the contributions of our employees, ensuring everyone feels appreciated.