Help Desk Analyst

Job Description

We are seeking a dedicated Help Desk Analyst to provide outstanding technical support to our clients in Johannesburg. In this role, you will help troubleshoot issues, provide solutions, and ensure optimal client satisfaction.

Responsibilities

• Respond promptly to help desk tickets and user requests.
• Conduct troubleshooting for IT hardware and software.
• Communicate effectively with clients to gather information regarding issues.
• Log all inquiries in the help desk ticketing system.
• Work in tandem with team members to escalate unresolved issues.
• Assist in onboarding processes for staff with technical setups.
• Monitor systems for discrepancies and performance issues.
• Coordinate with vendors for equipment troubleshooting and repair.
• Engage in continuous training to stay updated with technology changes.

Requirements

Education

• Diploma in Computer Systems or Information Technology
• Bachelor's degree preferred, but not required

Experience

• 2+ years in technical support roles

Technical Skills

• Linux Operating System
• Help Desk Software

Soft Skills

• Analytical Skills
• Teamwork

Certifications

• ITIL Foundation
• Microsoft Certified: Azure Fundamentals

Languages

• English: Fluent

Advantageous

• Hands-on experience with ticketing systems: Experience in using help desk software like Freshdesk or Jira.
• Knowledge of cloud services: Familiarity with cloud computing principles, especially Microsoft Azure or AWS.

Benefits

• Generous medical aid package
• Professional development opportunities
• Flexible work hours
• Employee discounts on company products

Company Culture

• Diversity and Inclusion: Our team consists of individuals from diverse backgrounds, and we celebrate this diversity.
• Continuous Learning: We are committed to ongoing employee development and skills enhancement.