Help Desk Analyst

Job Description

We are seeking a skilled Help Desk Analyst to join our IT support team in Cape Town. You will be responsible for providing first-level technical support, troubleshooting hardware and software issues, and ensuring customer satisfaction. If you have a knack for solving problems and enjoy helping others, this role is for you!

Responsibilities

• Respond to user inquiries and support requests in a timely manner.
• Identify and escalate complex issues to the appropriate teams.
• Maintain knowledge base articles and update documentation.
• Assist in testing and implementing new software and services.
• Ensure compliance with company IT policies and procedures.
• Provide feedback on trends and issues to improve overall service quality.

Requirements

Education

• Bachelor's degree in Information Technology or a related field

Experience

• 2+ years of experience in IT support or a similar role

Technical Skills

• Windows OS
• Active Directory
• Networking

Soft Skills

• Communication
• Customer Service

Certifications

• ITIL Foundation Certification
• CompTIA A+ Certification

Languages

• English: Fluent

Advantageous

• Knowledge of Linux OS: Familiarity with Linux operating systems and command line tools.
• Experience with ticketing systems: Hands-on experience with popular IT service management tools.

Benefits

• Medical aid contributions
• Retirement savings plan with employer matching
• Work-life balance with flexible hours
• Opportunities for career development and training

Company Culture

• Team-Oriented Environment: We promote collaboration and teamwork, ensuring everyone contributes to our goals and successes.
• Continuous Improvement: Our culture encourages learning and growth, with a focus on sharing knowledge and experiences.
• Inclusivity: Diversity is our strength. We welcome and value different perspectives and backgrounds.