Help Desk Analyst

Job Description

We are seeking a Help Desk Analyst to join our Durban team. In this role, you will provide essential technical support to our users, ensuring smooth resolution of issues and enhancing overall user satisfaction. The ideal candidate should have a keen interest in IT and a passion for helping others. This is a fantastic opportunity for someone looking to grow their career in IT support.

Responsibilities

• Respond promptly to user inquiries and provide effective resolutions.
• Maintain a log of user interactions and technical issues.
• Coordinate with IT specialists for complex problems.
• Train staff on proper IT usage and best practices.
• Contribute to the development of support documentation and knowledge base.

Requirements

Education

• Diploma in Information Systems or related field
• Degree in Computer Science is desirable

Experience

• 3+ years experience in a technical support role

Technical Skills

• Mac OS
• Microsoft Office Suite

Soft Skills

• Problem Solving
• Teamwork

Certifications

• ITIL Foundation Certification

Languages

• English: Fluent

Advantageous

• Knowledge of cloud services: Experience with cloud computing technologies and remote support tools.
• Experience in troubleshooting hardware issues: Skilled in diagnosing and repairing hardware malfunctions.

Benefits

• Health and wellness benefits
• Annual training budget for skill development
• Paid time off and holidays
• Supportive work environment

Company Culture

• Inclusivity: Diversity and inclusion are core to our values and we welcome applicants from all backgrounds.
• Community Engagement: We believe in giving back to the community and encourage staff participation in outreach initiatives.
• Work-Life Balance: We support flexible scheduling, allowing for a healthy work-life integration.