Help Desk Analyst

Job Description

As a Help Desk Analyst, you will support day-to-day IT operations, ensuring users have smooth access to technology resources. Your responsibilities will include logging incidents, performing initial diagnostics, and escalating issues when necessary. Join us in fostering a user-friendly IT environment.

Responsibilities

• Handle incoming support requests in a timely manner via phone, email, and in-person.
• Analyze issues and provide appropriate solutions or guidance.
• Work with technical teams to enhance system performance and user satisfaction.
• Conduct follow-up with users to ensure issue resolution.
• Create user accounts and manage password resets.
• Assist in the development of training materials and FAQs.
• Support IT team initiatives and improvements to support methods.
• Provide feedback on software and hardware performance.
• Keep abreast of new technologies that may enhance the help desk offerings.
• Document solutions and share knowledge with team members.

Requirements

Education

• Completed Matriculation
• Relevant IT Certification (e.g., A+, N+, or similar)
• Diploma in IT or Cybersecurity preferred

Experience

• 3+ years of experience in customer support role within IT

Technical Skills

• Microsoft Office Suite
• Ticketing Systems

Soft Skills

• Team Player
• Adaptability

Certifications

• CompTIA Network+
• ITIL Foundation Certification

Languages

• English: Fluent
• Afrikaans: Basic

Advantageous

• Knowledge of cybersecurity principles: Understanding security measures for IT systems.
• Experience managing end-user accounts: Familiarity with creating and maintaining user accounts in Active Directory.

Benefits

• Comprehensive health care benefits
• Annual performance reviews with potential for salary increases
• Work-life balance support
• Access to training and certifications

Company Culture

• Innovation: We encourage creativity and innovative thinking in our work processes.
• Inclusivity: We believe in creating an inclusive workplace that celebrates diversity.
• Work-Life Balance: We aim to support our employees in achieving a healthy balance between work and personal life.