Service Desk Analyst

Job Description

Join our team in Bloemfontein as a Service Desk Analyst where you will utilize your technical expertise to resolve user queries effectively. We need someone who thrives in a fast-paced environment and has the skills to manage issues with patience and professionalism. Your contributions will enhance user satisfaction and improve service delivery.

Responsibilities

• Serve as the primary point of contact for all IT service queries.
• Respond to user inquiries through multiple channels (phone, email, chat).
• Conduct troubleshooting and diagnostics to resolve issues efficiently.
• Update user documentation and support articles as needed.
• Track incidents and communicate status updates to users.
• Collaborate with colleagues to ensure seamless workflow and service delivery.
• Involve in continuous service improvement initiatives.
• Conduct follow-ups to ensure issues are completely resolved.
• Train users in software and hardware functionalities.
• Prepare reports on common issue trends and suggest resolutions.

Requirements

Education

• Diploma in Information Technology or a related field
• Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus

Experience

• 2+ years of experience in an IT support role

Technical Skills

• Windows Operating Systems
• Networking Fundamentals
• Active Directory

Soft Skills

• Excellent Communication
• Problem De-escalation
• Teamwork

Certifications

• ITIL Foundation Certificate
• CompTIA Network+

Languages

• English: Fluent
• Afrikaans: Conversational

Advantageous

• Experience with ticketing systems (e.g., JIRA, ServiceNow): Previous knowledge of managing client requests through ticketing platforms.
• Knowledge of service desk metrics and performance management: Understanding key performance indicators for effective service delivery.

Benefits

• Medical aid contributions
• Paid annual leave
• Performance bonuses
• Professional development opportunities

Company Culture

• Team Spirit: We uphold a collaborative environment where teamwork thrives.
• Client-Focused: Our success is based on customer satisfaction and support excellence.
• Continuous Improvement: We constantly seek to improve processes and enhance skills.