Help Desk Analyst

Job Description

As a Help Desk Analyst at Innovative IT Solutions, you will be the first point of contact for our clients, providing top-notch support and technical guidance. You'll troubleshoot issues, manage tickets, and ensure smooth operations of IT services.

Responsibilities

• Provide first-level support for IT issues via phone, email, and chat.
• Manage and respond to service desk tickets promptly.
• Diagnose and troubleshoot hardware and software problems.
• Assist with user account management and system access.
• Document issues and solutions for knowledge base.
• Escalate unresolved issues to senior IT staff.

Requirements

Education

• National Diploma or related qualification in IT
• Bachelor’s degree in Information Technology is a plus

Experience

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

Technical Skills

• Network troubleshooting
• Ticketing systems knowledge

Soft Skills

• Time management
• Problem-solving

Certifications

• Microsoft Certified: Azure Fundamentals
• ITIL Foundation Certification

Languages

• English: Fluent

Advantageous

• Knowledge of ITIL framework: Understanding of ITIL processes and service management.
• Exposure to cloud services: Experience with cloud platforms such as AWS or Azure.

Benefits

• Medical Aid and Retirement benefits
• Flexible working hours and remote options
• Training and development opportunities
• Paid time off and holidays

Company Culture

• Team Collaboration: We emphasize teamwork and collective problem-solving to produce the best outcomes.
• Professional Growth: Our culture encourages continual learning and personal development.
• Inclusivity: We celebrate diversity and strive to create an inclusive work environment.