IT Help Desk Analyst

Job Description

We are on the lookout for a proactive IT Help Desk Analyst to become a vital part of our dedicated support team in Johannesburg. In this role, you will be the first point of contact for technical issues, providing timely solutions and support for software and hardware inquiries. If you're a tech enthusiast with exceptional problem-solving skills, this may be the perfect opportunity for you!

Responsibilities

• Manage incoming service requests in a professional and efficient manner.
• Escalate unresolved issues to appropriate support teams.
• Ensure timely responses to users within Service Level Agreements (SLAs).
• Perform regular system maintenance and updates.
• Identify recurring technical issues and propose solutions.
• Assist with inventory and asset management of IT resources.
• Create user manuals and guides for new technologies.
• Participate in IT support meetings and training sessions.

Requirements

Education

• Bachelor's degree in Information Technology or related field

Experience

• 3+ years of experience in an IT support role

Technical Skills

• Technical Troubleshooting
• Customer Support
• Active Directory

Soft Skills

• Adaptability
• Teamwork
• Customer Service Orientation

Certifications

• Microsoft Certified: Azure Fundamentals

Languages

• English: Fluent

Advantageous

• Familiarity with IT Project Management: Experience with IT projects or IT service management methodologies.
• Basic Coding Skills: Understanding of scripting languages (like Python or Bash) is advantageous.

Benefits

• Comprehensive health insurance plans
• Annual leave and paid time off
• Career development programs and training opportunities
• Employee referral programs with incentives

Company Culture

• Continuous Improvement: We commit to ongoing training and development to foster team growth.
• Diversity and Inclusion: We welcome diverse perspectives and experiences in our workplace.
• Open Communication: Our team embraces open dialogue to facilitate transparency and trust.