Help Desk Analyst

Job Description

As a Help Desk Analyst, you will be the first point of contact for our clients’ IT needs in Kimberley. We are looking for a detail-oriented individual with strong communication skills who can balance multiple tasks while providing efficient support to our users.

Responsibilities

• Provide first-line support for hardware, software, and peripheral devices.
• Track and manage service requests using the help desk software.
• Identify recurring issues and suggest improvements.
• Engage with users to understand needs and improve service delivery.
• Ensure timely resolution of incidents within agreed service level agreements (SLAs).
• Participate in IT projects and initiatives as required.

Requirements

Education

• Relevant IT Certifications (CompTIA, Microsoft, etc.) are a plus

Experience

• 1-3 years of experience in a similar role

Technical Skills

• Office 365
• Remote Support Tools

Soft Skills

• Problem-solving
• Adaptability

Languages

• English: Fluent

Advantageous

• Experience with ticket management systems: Hands-on experience in managing service requests efficiently.
• Understanding of ITIL framework: Knowledge of ITIL best practices for IT service management.

Benefits

• Comprehensive health and wellness programs
• Performance bonuses on an annual basis
• Flexible hours to accommodate personal needs
• Support for professional development initiatives

Company Culture

• Innovation-Driven: We appreciate and reward innovative ideas and solutions.
• Work-Life Balance: Commitment to a healthy work-life balance in all aspects of our operations.
• Employee Engagement: Regular feedback and engagement opportunities for all employees.