Help Desk Analyst

Job Description

We are searching for a Help Desk Analyst who will act as a primary contact for our clients, providing exceptional IT support and administrative assistance. The role involves troubleshooting issues, responding to support requests, and ensuring clients receive fantastic service to enhance their overall experience with our technology.

Responsibilities

• Provide first-level support for users by responding to queries via phone, email, and chat.
• Troubleshoot software and hardware issues efficiently and escalate as required.
• Ensure timely resolution of technical issues within specified SLAs.
• Document and track all support requests in the help desk system.
• Assist with setup and configuration of new systems and peripherals.
• Conduct training sessions for end-users to utilize IT resources effectively.
• Collaborate with team members to enhance service delivery and improve support processes.

Requirements

Education

• Diploma in IT or relevant field
• Bachelor's degree is a plus

Experience

• 2+ years in IT support or help desk role

Technical Skills

• Troubleshooting Skills
• Knowledge of Windows OS
• Networking Basics

Soft Skills

• Customer Service
• Time Management

Certifications

• CompTIA A+ Certification
• ITIL Foundation Certification

Languages

• English: Fluent

Advantageous

• Experience with Ticketing Systems: Familiarity with help desk ticketing systems like Zendesk or Jira.
• Advanced Networking Knowledge: Understanding of advanced networking issues and troubleshooting methods.

Benefits

• Medical aid coverage
• Retirement savings plan with employer contributions
• Flexible work hours
• Professional development opportunities

Company Culture

• Team Spirit: We encourage collaboration and teamwork at all levels.
• Continuous Improvement: Our culture promotes constant skills enhancement and knowledge growth.
• Diversity and Inclusion: We value diversity and strive to create an inclusive culture.