Help Desk Analyst

Job Description

As a Help Desk Analyst, you will play a key role in delivering IT support to our users. In this position, you will assist in resolving technical problems related to software, hardware, and network configurations. Your proactive approach will contribute significantly to our team’s goal of providing unparalleled customer care.

Responsibilities

• Respond to support requests and queries in a timely manner.
• Troubleshoot and resolve technical issues related to network connectivity.
• Help maintain and update system configurations and documentation.
• Provide training for users on proper software and hardware usage.
• Assist with software installations and updates as needed.
• Escalate unresolved issues to higher-level support teams.
• Monitor system performance and report any discrepancies.
• Ensure compliance with company policies and IT security standards.
• Contribute ideas for improving support processes and customer service.
• Track support metrics to identify areas for improvement.

Requirements

Education

• Diploma in Information Technology or related field
• Bachelor’s degree is an advantage

Experience

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

Technical Skills

• Windows & Mac OS
• Networking
• Remote Support Tools

Soft Skills

• Communication Skills
• Customer Service Orientation
• Problem Solving

Certifications

• CompTIA A+ Certification

Languages

• English: Fluent
• Zulu: Conversational

Advantageous

• Experience with ticketing systems: Familiarity with common help desk ticketing software.
• ITIL Certification: Knowledge of ITIL best practices for service management.

Benefits

• Health and wellness benefits
• Paid time off and sick leave
• Ongoing training and development opportunities
• Performance bonuses for exceptional work

Company Culture

• Team Collaboration: We believe in working together to achieve our goals, promoting open communication and mutual respect.
• Growth and Development: Our company supports ongoing learning and career advancement for all employees.
• Inclusive Environment: We embrace diversity and encourage a culture of inclusivity, welcoming individuals from all backgrounds.