Help Desk Analyst

Job Description

We are seeking a skilled Help Desk Analyst to join our dynamic IT support team in Gqeberha. The successful candidate will be responsible for troubleshooting technical issues, providing superior customer service, and ensuring all support tickets are managed efficiently. The ideal applicant will have strong communication skills and a passion for solving problems.

Responsibilities

• Provide first-level technical support for hardware and software issues.
• Resolve customer inquiries and troubleshoot technical problems via phone, email, or in-person.
• Document and track support tickets in the help desk management system.
• Assist with the onboarding of new users by configuring accounts and systems.
• Collaborate with IT teams to implement new technology solutions.
• Maintain an inventory of supported hardware and software.
• Conduct training sessions for users on new systems and software applications.

Requirements

Education

• Technical diploma or equivalent work experience

Experience

• 1+ years of experience in IT support or customer service roles

Technical Skills

• Microsoft Office Suite
• Remote Desktop Software

Soft Skills

• Communication Skills
• Adaptability

Languages

• English: Fluent

Advantageous

• Experience with ticketing systems such as Zendesk or ServiceNow: Familiarity with professional help desk ticketing systems.
• Knowledge of ITIL best practices: Understanding of ITIL frameworks to enhance support services.

Benefits

• Competitive salary with performance bonuses
• Health and wellness programs
• Paid time off and leave benefits
• Opportunities for professional development

Company Culture

• Team-Oriented: We believe in teamwork and support each other to achieve our goals.
• Innovation Driven: Emphasizing creativity and innovation in every aspect of our work.
• Community Engagement: We encourage our team members to engage with the local community and give back.