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

• Handle incoming support requests and provide user support.
• Resolve technical problems effectively and efficiently.
• Create and maintain user documentation and procedural guides.
• Update and manage the help desk ticketing system.
• Assist in implementing IT projects as required.
• Monitor and report on service desk metrics.

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

• Experience with customer relationship management (CRM) systems: Familiarity with CRM platforms for managing client interactions.
• Basic scripting knowledge: Understanding of basic scripting in languages such as PowerShell or Python.

Benefits

• Comprehensive medical coverage
• Support for professional development
• Work-life balance initiatives
• Employee assistance programs

Company Culture

• Innovation and Creativity: We support creative thinking and innovative approaches within our team.
• Employee Empowerment: Staff members are encouraged to take initiative and contribute ideas.
• Respect and Integrity: We uphold a standard of respect and integrity in all our interactions.