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

• Respond to support requests via phone, email, and in-person.
• Effectively communicate IT issues and solutions to non-technical users.
• Ensure timely follow-up on open support requests.
• Help train users in new system upgrades and functions.
• Stay updated on industry trends and technologies to enhance support.
• Collaborate with IT colleagues to develop effective support strategies.
• Prepare and maintain user documentation, FAQs, and guides.
• Identify recurring issues and suggest process improvements.

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.