Help Desk Analyst

Job Description

We are looking for a Help Desk Analyst to join our team in Johannesburg. In this role, you will be the first line of support for our clients, troubleshooting and resolving a variety of technical issues. You will work closely with the IT department to ensure that our users receive timely and effective support.

Responsibilities

• Serve as the first point of contact for internal and external clients needing technical support.
• Manage and resolve support tickets effectively within SLA requirements.
• Help users understand technical processes and solutions clearly.
• Identify recurring technical issues and propose preventive measures.
• Collaborate with IT departments to assist in system upgrades and testing.
• Provide feedback on user satisfaction and areas of improvement.
• Keep abreast of new technologies and recommend improvements.
• Assist in maintaining IT inventory and user accounts.

Requirements

Education

• Degree in Computer Science, Information Technology, or related
• Relevant certifications such as ITIL or CompTIA are a plus

Experience

• 3+ years of experience in customer service or technical support

Technical Skills

• Mac Operating Systems
• Remote Desktop Support

Soft Skills

• Problem-Solving
• Team Player

Certifications

• ITIL Foundation
• Microsoft Certified: Windows Client

Languages

• English: Fluent
• Zulu: Basic

Advantageous

• Experience with Zendesk or similar platforms: Hands-on experience with customer support software and ticketing systems.
• Knowledge of cybersecurity basics: Understanding of basic cybersecurity principles and practices.

Benefits

• Comprehensive health insurance
• Annual leave and sick leave benefits
• Employee discounts on products and services
• Work-from-home options available

Company Culture

• Innovation Focused: We strive for innovation and encourage new ideas from all team members.
• Supportive Atmosphere: We provide a supportive workplace to help employees reach their full potential.
• Work-Life Balance: We promote a healthy work-life balance through flexible scheduling and remote work options.