IT Support Analyst

Job Description

As an IT Support Analyst, you will be the first line of support for our users, providing technical assistance and troubleshooting for various IT issues. This role requires strong problem-solving skills, patience, and an eagerness to help others. You'll work closely with our IT team to ensure systems are running smoothly and users are fully supported.

Responsibilities

• Act as the primary point of contact for IT-related requests and incidents.
• Resolve user issues in a timely manner, escalating to higher-level support if needed.
• Support software installations, updates, and backups.
• Educate users on best practices for IT security and support.
• Maintain knowledge of current IT solutions and provide recommendations.
• Assist with training sessions for new users on software and equipment.
• Participate in disaster recovery and backup procedures.
• Monitor helpdesk tickets and ensure timely resolution.
• Contribute to the continuous improvement of IT support processes.

Requirements

Education

• National Diploma in IT or related discipline
• Bachelor's degree in Computer Science is an advantage

Experience

• 2+ years of experience working in IT support

Technical Skills

• Remote Support Tools

Soft Skills

• Time Management

Certifications

• ITIL Foundation Certificate

Languages

• English: Fluent
• Afrikaans: Fluent

Advantageous

• IT Security Certification: Relevant certifications in IT security would be beneficial.
• Experience with CRM systems: Familiarity with customer relationship management software.

Benefits

• Comprehensive health benefits including dental and vision care
• Flexible hours with work-from-home options
• Training and certifications covered by the company
• Employee discounts on services

Company Culture

• Work Hard, Play Hard: We believe in balancing hard work with fun activities and team-building events.
• Continuous Improvement: We're committed to continuous improvement and development of both our employees and processes.
• Diverse Workplace: We embrace diversity in our workplace and encourage various perspectives and ideas.