Help Desk Analyst

Job Description

We are currently seeking a dedicated Help Desk Analyst to join our team in Cape Town. The ideal candidate will be the first line of support for our users, providing excellent customer service and ensuring timely resolution of technical issues. You will work closely with cross-functional teams to maintain system performance and assist users with inquiries.

Responsibilities

• Respond to user inquiries and provide technical support via phone, email, and chat.
• Perform troubleshooting and diagnostic procedures for hardware and software issues.
• Log and track all support requests using ticketing systems.
• Provide timely follow-up to ensure user satisfaction and issue resolution.
• Assist with the installation and configuration of software and hardware.
• Collaborate with IT teams to resolve complex issues.
• Maintain system documentation and user manuals.
• Participate in training sessions for users on software applications.

Requirements

Education

• Bachelor's degree in Information Technology or a related field
• Relevant IT certifications (e.g., CompTIA A+, ITIL) are a plus

Experience

• 2+ years of experience in an IT support role

Technical Skills

• Windows OS
• Networking
• Software Troubleshooting

Soft Skills

• Communication
• Customer Service
• Problem-solving

Languages

• English: Fluent

Advantageous

• Knowledge of ticketing systems (e.g. Jira, Zendesk): Experience using ticket management systems to facilitate support requests.
• Familiarity with basic scripting languages: Understanding of scripting can aid in automating common tasks.

Benefits

• Comprehensive health benefits including dental and vision coverage
• Paid time off and flexible working hours
• Opportunities for professional development and training
• Friendly and supportive work environment

Company Culture

• Team Spirit: We value collaboration and a strong sense of community within our team.
• Continuous Improvement: Our culture promotes growth and ongoing development for all employees.
• Inclusivity: We embrace diversity and strive to create an inclusive environment for everyone.