Help Desk Analyst

Job Description

Join our dynamic team as a Help Desk Analyst where you will be the first point of contact for our clients. You will troubleshoot technical issues, assist in maintaining IT systems, and ensure optimal client satisfaction. If you have a knack for problem-solving and a passion for technology, we want to hear from you!

Responsibilities

• Provide first-level support for hardware and software issues.
• Assist clients via phone, email, and in person.
• Document issues and resolutions in the ticketing system.
• Troubleshoot technical problems and escalate as necessary.
• Perform routine maintenance on IT equipment.
• Educate clients on system functionalities and usage.
• Monitor and respond to incoming support requests.
• Collaborate with IT team members to improve workflows.

Requirements

Education

• Diploma in Information Technology or related field
• Bachelor's degree preferred.

Experience

• 2+ years of experience in a helpdesk or technical support role

Technical Skills

• Windows Operating Systems
• Networking Basics
• Technical Troubleshooting

Soft Skills

• Communication
• Customer Service

Certifications

• CompTIA A+
• ITIL Foundation Certification

Languages

• English: Fluent

Advantageous

• Experience with ticketing systems: Familiarity with tools like Jira or Zendesk.
• Knowledge of Mac OS: Understanding of Mac operating systems and support.

Benefits

• Basic medical aid benefits
• Training and development opportunities
• Flexible working hours
• Annual performance bonuses

Company Culture

• Team Collaboration: We encourage teamwork and value contributions from every member.
• Continuous Learning: We invest in our employees' development and career growth.
• Diversity and Inclusion: Our workplace celebrates different perspectives and backgrounds.