Help Desk Analyst

Job Description

As a Help Desk Analyst at Tech Solutions Ltd, you will provide critical IT support, acting as the first point of contact for our clients. Your day-to-day duties will include diagnosing software/hardware issues, helping with configuration and installations, and ensuring that our users have the tools necessary to succeed. This role requires a blend of technical know-how, customer service aptitude, and a passion for technology.

Responsibilities

• Act as the first point of contact for users seeking technical assistance via email or phone.
• Identify and assess the nature of technical issues then resolve them promptly.
• Ensure proper escalation of unresolved queries to the next level of support.
• Track and manage tickets via our help desk software, ensuring timely responses.
• Provide support for software installations and updates.
• Participate in system upgrades and implementation of new technologies.
• Help ensure compliance with security policies and procedures.
• Assist with the training of new team members.

Requirements

Education

• IT diploma or equivalent vocational training
• Bachelor's degree in a computer-related field preferred

Experience

• Minimum 2 years of technical support experience.

Technical Skills

• Active Directory
• Remote Support Tools

Soft Skills

• Customer Service
• Adaptability

Certifications

• Microsoft Certified: Azure Fundamentals
• ITIL Certification preferred.

Languages

• English: Fluent
• Sotho: Conversational

Advantageous

• Knowledge of network security protocols.: Understanding of security measures and protocols for protecting network integrity.
• Familiarity with help desk ticketing systems.: Experience using tools like Jira, Zendesk, or other ticket management systems.

Benefits

• Comprehensive medical aid scheme
• Generous leave policy including family responsibility leave
• Access to workshops and training sessions
• Performance bonuses available

Company Culture

• Diversity and Inclusion: We celebrate diversity and strive to create an inclusive workplace for everyone.
• Work-Life Balance: We recognize the importance of balancing work with personal life and promote flexible work arrangements.
• Community-Focused: We're dedicated to giving back to the community through various initiatives.