Help Desk Analyst

Job Description

Join our Durban team as a Help Desk Analyst to assist in managing IT incidents and requests, providing excellent customer service, and enhancing user experience with technology.

Responsibilities

• Manage and prioritize IT support tickets through the ticketing system.
• Maintain a friendly, professional, and patient demeanour when dealing with all users.
• Keep abreast of technological advancements pertinent to the help desk function.
• Collaborate with development teams to troubleshoot application-specific issues.
• Proactively monitor system performance and user feedback to enhance service delivery.

Requirements

Education

• Degree in Information Technology or related field
• Professional IT certifications preferred

Experience

• 3+ years of experience in a help desk or support role

Technical Skills

• Active Directory
• Remote Support Tools

Soft Skills

• Time Management
• Adaptability

Certifications

• Microsoft Certified: Modern Desktop Administrator Associate

Languages

• English: Fluent

Advantageous

• Hands-on experience in cybersecurity: Knowledge of basic security protocols and practices.
• Previous work experience in a multi-site organization: Familiarity with supporting IT needs across various locations.

Benefits

• Comprehensive health insurance coverage
• Annual leave and public holiday pay
• Flexible work hours
• Opportunities for career advancement

Company Culture

• Continuous Improvement: We focus on continuous improvement, seeking feedback and enhancing our processes and services.
• Diversity and Inclusion: Our team embraces diversity, ensuring that all perspectives are appreciated and utilized.
• Employee Recognition: Recognizing and rewarding our employees' outstanding contributions is a vital part of our culture.