Help Desk Analyst

Job Description

As a Help Desk Analyst, you will play a crucial role in providing first-level support to our clients in East London. You will be responsible for troubleshooting technical issues, assisting with software and hardware inquiries, and ensuring seamless IT operations for our users. Your expertise will help enhance user experience while resolving concerns effectively.

Responsibilities

• Respond to customer inquiries and support requests promptly.
• Escalate unresolved issues to appropriate technical teams.
• Keep accurate records of support interactions and issues.
• Participate in monthly team meetings to discuss updates and challenges.
• Assist in maintaining inventory of IT equipment and supplies.

Requirements

Education

• Bachelor's Degree in Information Technology or relevant field

Experience

• Minimum 3 years' experience in a support role

Technical Skills

• Remote Support Tools
• Database Management
• Cybersecurity Principles

Soft Skills

• Customer Service
• Adaptability

Certifications

• Microsoft Certified: Modern Desktop Administrator Associate
• Cisco Certified Network Associate (CCNA)

Languages

• English: Fluent

Advantageous

• Experience with Service Desk software: Familiar with tools like Zendesk or ServiceNow.
• Knowledge of ITIL Framework: Understanding ITIL practices for service management.

Benefits

• Health insurance and wellness benefits
• Retirement savings plan with company match
• Opportunity for flexible hours
• Professional development opportunities

Company Culture

• Team Collaboration: We promote teamwork, encouraging open communication and support amongst colleagues.
• Focus on Growth: We prioritize personal and professional growth, offering training and mentorship for career advancement.
• Inclusivity: Diversity is valued here. All employees are welcomed, making our workplace inclusive and supportive.