Help Desk Analyst

Job Description

As a Help Desk Analyst at IT Solutions Provider, you will provide exceptional technical support to our clients in Bloemfontein. You will be the first point of contact for troubleshooting and resolving IT-related issues, ensuring a positive user experience. If you are passionate about technology and enjoy assisting others, this position is perfect for you.

Responsibilities

• Resolve customer issues and technical challenges within agreed SLAs.
• Provide excellent customer service and support to enhance user satisfaction.
• Test new hardware and software to determine compatibility and performance.
• Assist colleagues with technology-related projects and initiatives.
• Regularly update and maintain IT support knowledge base.
• Generate periodic reports on help desk performance metrics.
• Liaise with vendors for warranty and repair services.
• Participate in IT strategy discussions to improve workflows and support processes.

Requirements

Education

• Bachelor's degree in Information Technology or related field
• CompTIA A+ certification is a plus

Experience

• 2+ years of experience in IT support or help desk roles

Technical Skills

• Windows Operating System
• Networking Fundamentals
• Active Directory

Soft Skills

• Communication Skills
• Problem-solving
• Customer Service Orientation

Certifications

• ITIL Foundation Certification
• Microsoft Certified: Azure Fundamentals

Languages

• English: Fluent
• Afrikaans: Basic

Advantageous

• Familiarity with ticketing systems: Experience using tools like Jira or ServiceNow for support tracking.
• Knowledge of cybersecurity principles: Understanding of basic cybersecurity measures to protect user data.

Benefits

• Comprehensive medical and dental plans
• Paid time off and public holidays
• Continued education and professional development support
• Flexible working hours

Company Culture

• Continuous Learning: We invest in our employees’ growth through ongoing training and development.
• Customer-Centric Focus: Providing exceptional support to our clients is at the heart of what we do.
• Work-Life Balance: We strive for a work-life balance that promotes employee well-being.