Help Desk Analyst

Job Description

We are on the lookout for a Help Desk Analyst who thrives in a fast-paced environment. You will be responsible for diagnosing and resolving technical issues, providing exceptional customer service, and ensuring IT systems are functioning effectively. Ideal candidates should possess a strong technical background and excellent interpersonal skills.

Responsibilities

• Act as a key liaison between IT and end-users for support.
• Respond to help desk tickets and troubleshoots issues effectively.
• Provide guidance to users on best practices for IT tools.
• Assist in maintaining inventory of IT assets.
• Coordinate with other IT staff on complex issues.
• Conduct analyses to improve service delivery in IT support.
• Create training materials for users based on common issues.
• Stay updated on technology trends relevant to the role.

Requirements

Education

• National Certificate in Information Technology
• Bachelor's degree in IT or Computer Science is a plus

Experience

• 3 years of relevant IT support experience

Technical Skills

• Linux
• Remote Support Tools

Soft Skills

• Communication
• Attention to Detail

Certifications

• ITIL Foundation Certification
• Cisco Certified Network Associate (CCNA)

Languages

• English: Fluent

Advantageous

• Understanding of cloud computing: Knowledge of cloud service providers and cloud infrastructure.
• Experience with mobile device management: Skills in managing and supporting mobile devices and applications.

Benefits

• Comprehensive health insurance
• Retirement savings plan with company contributions
• Professional growth and training opportunities
• Annual leave and public holidays

Company Culture

• Inclusivity: We believe in diversity and inclusion, creating a welcoming environment for everyone.
• Work-Life Balance: Promoting a healthy work-life balance for our employees is essential to us.
• Open-Door Policy: Our management supports an open-door policy for all staff.