IT Help Desk Analyst

Job Description

We are searching for an IT Help Desk Analyst to join our vibrant Durban team. In this pivotal role, you will be responsible for providing top-notch technical support to our clients, resolving IT issues, and ensuring smooth operations across our systems. You will work closely with both support and technical teams to deliver outstanding service.

Responsibilities

• Resolve technical issues related to software applications and network connectivity.
• Interface with third-party vendors for escalated service issues.
• Participate in system upgrades and installations following documentation.
• Actively contribute to IT process improvements.
• Train users on new software functionalities.
• Assist in maintaining documentation for IT procedures and protocols.
• Support remote users with IT inquiries and troubleshooting.
• Manage backup and recovery of systems.

Requirements

Education

• Certification in IT Support or relevant field
• Degree in Computer Science or IT is an advantage

Experience

• 3-5 years of experience in an IT help desk role

Technical Skills

• Linux OS
• VoIP Systems

Soft Skills

• Adaptability
• Attention to Detail

Certifications

• Cisco Certified Network Associate (CCNA)

Languages

• English: Fluent
• Afrikaans: Basic

Advantageous

• Customer service experience in a tech company: Possessing prior customer support experience specifically in technology services.
• IT project management experience: Experience in managing small IT projects or initiatives.

Benefits

• Health and wellness programs
• Employee assistance programs
• Paid training and certifications
• Great team culture and support

Company Culture

• Team Spirit: We celebrate teamwork and encourage sharing ideas and strategies.
• Diversity and Inclusivity: We are committed to a diverse workforce that embraces all backgrounds and perspectives.
• Work-Life Balance: We strive to maintain a healthy work-life balance for all employees.