Help Desk Analyst

Job Description

We are seeking a Help Desk Analyst to provide IT support to our Port Elizabeth office. In this role, you will manage technical inquiries, provide assistance with troubleshooting hardware and software, and work closely with IT administrators to enhance overall system performance. A keen understanding of IT systems and exceptional customer service skills will be crucial.

Responsibilities

• Respond to help desk inquiries via phone, email, and in-person.
• Troubleshoot and resolve user issues regarding company hardware and software.
• Keep clients informed about the status of their tickets, ensuring follow-up on outstanding issues.
• Provide training to new employees on IT protocols and tools.
• Assist in implementing new technologies and upgrades.
• Produce reports on help desk performance and customer satisfaction.
• Work with vendors for hardware and software solutions.
• Participate in team meetings and contribute to process improvement discussions.
• Develop and maintain user manuals and technical documentation.

Requirements

Education

• Relevant IT degree or diploma

Experience

• Experience with ticketing systems is an advantage

Technical Skills

• Remote Support Tools

Soft Skills

• Teamwork

Certifications

• ITIL Foundation

Languages

• English: Fluent

Advantageous

• Knowledge of Linux Operating System: Experience working with Linux environments and basic shell commands.
• Familiarity with ITIL best practices: Understanding of ITIL framework and concepts for service management.

Benefits

• Competitive salary package
• Medical aid and retirement benefits
• Opportunities for training and certification
• Supportive work environment

Company Culture

• Collaboration: We foster a supportive and collaborative work environment where team members are encouraged to share ideas and help one another.
• Continuous Improvement: Our culture focuses on continuous improvement and providing training opportunities for our staff.
• Work-Life Balance: We believe in maintaining a healthy work-life balance for all our employees.