Help Desk Analyst

Job Description

We are in search of a dedicated Help Desk Analyst to join our team in East London. This role is crucial as you will be the first point of contact for our users seeking technical assistance. You will diagnose issues, provide solutions, and ensure a high level of user satisfaction.

Responsibilities

• First point of contact for technical support requests via email, phone, and in person.
• Conduct hardware and software diagnostics and implement necessary repairs and upgrades.
• Engage with team members to improve systems and processes.
• Provide support for network-related issues and connectivity.
• Investigate potential risks to IT infrastructure and propose corrective actions.
• Create and manage user accounts and permissions as required.
• Develop training materials and conduct sessions for new hires.
• Support other departments with technical recommendations to improve workflows.

Requirements

Education

• Bachelor’s degree in Computer Science or related field is preferable

Experience

• 1+ years of experience in IT support or customer service

Technical Skills

• Troubleshooting skills
• Remote support tools

Soft Skills

• Customer service orientation
• Adaptability

Languages

• English: Fluent
• isiXhosa: Basic

Advantageous

• Experience in a help desk environment: Background working in a fast-paced IT Help Desk setting.
• Knowledge of cloud services: Basic knowledge of cloud computing services such as AWS or Azure.

Benefits

• Comprehensive health cover
• Training and certification programs
• Work-life balance initiatives
• Team-building activities and events

Company Culture

• Continuous Improvement: We emphasize continuous improvement and professional development.
• Team Collaboration: Collaboration is at the heart of our operations to drive success.
• Open Communication: We maintain open communication channels to encourage transparency.