Help Desk Analyst

Job Description

Seeking a proactive Help Desk Analyst to provide frontline support in our Cape Town office. Your role will involve managing user inquiries, resolving technical problems, and facilitating communication between users and the technical team for effective solutions. Be part of a growing organization that values your expertise in IT support.

Responsibilities

• Act as the first response for IT support requests via phone, email, and chat.
• Diagnose and resolve user issues within agreed service levels.
• Keep IT systems running smoothly by monitoring performance.
• Maintain an organized ticketing system for all support requests.
• Support the onboarding process for new employees by configuring tech tools.
• Create and maintain detailed procedures and documentation for IT support tasks.

Requirements

Education

• Diploma or degree in Information Technology or related field

Experience

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

Technical Skills

• Windows and Mac OS
• Troubleshooting
• Networking
• Remote Support Tools

Soft Skills

• Customer Service
• Communication Skills
• Problem Solving

Benefits

• Medical aid coverage
• Work-from-home flexibility after probation
• Employee discounts on company products
• Paid time off for public holidays
• Continual training and professional development opportunities

Company Culture

• Collaboration: We advocate for teamwork and collaboration across all levels, creating a supportive environment.
• Innovation: Our company thrives on innovative solutions and pushing the envelope in technology to achieve excellence.
• Inclusivity: We aim to create an inclusive workplace where diversity is not only accepted but celebrated.