Help Desk Analyst

Job Description

As a Help Desk Analyst at Tech Solutions Group, you will serve as the first point of contact for IT support within our vibrant Durban office. Your role will involve troubleshooting hardware and software issues, assisting users with IT inquiries, and ensuring a smooth technological experience for all employees. You’ll be part of a collaborative team responsible for maintaining high performance of IT systems and delivering excellent customer service. We're looking for someone with exceptional communication skills and a problem-solving mindset.

Responsibilities

• Serve as a primary point of contact for employee IT support requests.
• Identify and troubleshoot technical issues affecting employee workflows.
• Assist with software installation, configuration, and updates.
• Provide technical support for hardware issues and computer repairs.
• Enhance user satisfaction through effective communication and empathy.
• Analyze support requests for trends and recommend enhancements.
• Assist in conducting IT training for staff on new technology.
• Maintain records of user requests and system performance reports.
• Coordinate with external vendors for hardware and software services.
• Promote cybersecurity awareness among staff to mitigate risks.

Requirements

Education

• Bachelor's degree in Information Technology or related field
• Relevant IT certifications (e.g., CompTIA A+, ITIL) preferred

Experience

• 3+ years of experience in technical support or help desk roles

Technical Skills

• Linux OS
• IT Security

Soft Skills

• Customer service orientation
• Time management

Certifications

• CompTIA A+
• ITIL Foundation

Languages

• English: Fluent

Advantageous

• Familiarity with ticketing systems like Zendesk: Experience using ticket management software to handle support requests.
• Knowledge of cybersecurity fundamentals: Understanding basic security protocols to protect information assets.

Benefits

• Health, dental, and vision insurance
• Annual performance bonuses
• Support for professional development
• Team outings and events

Company Culture

• Innovation-driven: We prioritize innovative solutions that improve our services and products.
• Inclusive work culture: We embrace diversity and seek to create an inclusive workplace for all.