Help Desk Analyst

Job Description

We are seeking a Help Desk Analyst with a passion for technology to provide exceptional IT support to our users. In this role, you will be responsible for troubleshooting hardware and software issues, ensuring a seamless user experience while maintaining excellent customer service standards. If you thrive in a dynamic environment and have a knack for problem-solving, we want to hear from you!

Responsibilities

• Act as a point of contact for IT queries, providing guidance and solutions.
• Document all issues clearly for future reference and analysis.
• Assist in onboarding new employees with IT procedures.
• Provide remote support when necessary using remote desktop tools.
• Work closely with other departments to ensure smooth technology operations.
• Participate in IT projects and initiatives as required.
• Manage service desk performance metrics.
• Keep up-to-date with industry trends to enhance support capabilities.

Requirements

Education

• National Certificate in Information Technology
• Bachelor's degree in IT or related field is preferred

Experience

• 2-4 years of experience in help desk support or technical assistance

Technical Skills

• Mac OS
• Printer Support

Soft Skills

• Problem-solving
• Adaptability

Certifications

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

Languages

• English: Fluent

Advantageous

• Knowledge of cybersecurity principles: Familiarity with basic cybersecurity protocols and best practices.
• Experience with ticketing systems, such as JIRA or ServiceNow: Experience utilizing help desk software to manage user requests efficiently.

Benefits

• Comprehensive health and wellness programs
• Annual salary reviews compatbile with performance
• Opportunities for professional growth and advancement
• Performance bonuses based on achievements

Company Culture

• Innovation: We actively promote new ideas and encourage our staff to think creatively.
• Work-Life Balance: We believe in maintaining a healthy work-life balance for our employees.
• Supportive Environment: We create a supportive environment where all employees can thrive and succeed.