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

• Act as the first line of support for all IT-related inquiries and problems.
• Resolve hardware and software issues for end-users promptly and effectively.
• Install, configure, and maintain IT equipment and software.
• Document support requests and resolutions to enhance knowledge base.
• Assist in the setup of new devices and onboarding of new employees.
• Participate in IT projects and continuous service improvement initiatives.
• Train users on new systems, applications, and best practices.
• Manage user accounts, permissions, and access rights.
• Monitor and maintain IT inventory and schedules for maintenance checks.
• Escalate complex issues to the IT Manager as necessary.

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

• Experience with ITIL Framework: Familiarity with ITIL principles and best practices.
• Familiarity with VoIP systems: Experience with VoIP solutions and troubleshooting telephony issues.

Benefits

• Competitive salary package
• Health insurance coverage
• Retirement savings plan
• Flexible working hours
• Opportunity for career advancement

Company Culture

• Team-oriented environment: At Tech Solutions Group, we believe in collaborating and supporting each other.
• Continuous improvement: We encourage ongoing learning and personal development for our staff.
• Emphasis on work-life balance: We value our employees' well-being and encourage a healthy work-life balance.