Help Desk Analyst

Job Description

Join us as a Help Desk Analyst where your role will include troubleshooting IT problems, maintaining communication with users, and ensuring timely and effective resolution of issues.

Responsibilities

• Analyze help desk support requests to identify common issues and trends.
• Provide feedback for system improvements based on user input.
• Assist in preparing reports on help desk operations and user activity.
• Stay proficient in all company software and tools to effectively assist users.
• Coordinate with external vendors for equipment and service needs.
• Develop an understanding of various hardware and software in use.
• Engage in proactive monitoring of systems to prevent potential issues.
• Ensure compliance with health and safety regulations within IT operations.

Requirements

Education

• Diploma or Bachelor's degree in Information Technology, Computer Science, or related field
• Relevant IT certifications are advantageous

Experience

• 2+ years of experience in a service desk or help desk environment

Technical Skills

• MacOS
• Ticketing Systems
• Office365

Soft Skills

• Problem Solving
• Adaptability

Certifications

• Microsoft Certified: Modern Desktop Administrator Associate
• CompTIA Network+ Certification

Languages

• English: Fluent
• Zulu: Conversational

Advantageous

• Familiarity with Hardware Repair: Basic skills in repairing and maintaining IT equipment.
• Experience in User Training: Experience in conducting training sessions for users.

Benefits

• Comprehensive medical, dental, and vision coverage
• Flexible working arrangements
• Career advancement opportunities
• Access to latest technology and tools

Company Culture

• Professional Development: We support ongoing learning and professional growth for all employees.
• Positive Work Environment: Our culture fosters positivity and motivates employees to perform their best.