IT Service Desk Analyst

Job Description

As an IT Service Desk Analyst, you will be responsible for providing frontline support to our users in Durban. Your role will involve diagnosing and resolving IT issues, ensuring a seamless experience for all users. You will work collaboratively with the IT team to enhance service delivery.

Responsibilities

• Manage service desk requests and escalations in alignment with SLAs.
• Update documentation for technical processes and user guides.
• Ensure compliance with IT policies and security protocols.
• Assist in training new staff on IT systems and procedures.

Requirements

Education

• Relevant IT diploma or degree
• Additional certifications related to IT support are beneficial

Experience

• 3+ years in a similar role supporting users with IT issues

Technical Skills

• Mac OS
• Remote Support Tools

Soft Skills

• Time Management
• Teamwork

Certifications

• Cisco Certified Network Associate (CCNA)
• Microsoft Certified Solutions Associate (MCSA)

Languages

• English: Fluent

Advantageous

• Experience in a fast-paced environment: Ability to adapt and thrive in a rapidly changing environment.
• Project Management Skills: Knowledge of project management principles can be a plus.

Benefits

• Health insurance package
• Performance bonuses based on company performance
• Annual leave and public holiday benefits
• Employee wellness initiatives

Company Culture

• Continuous Learning: We promote continuous learning and growth within our team.
• Empowerment: We empower our employees to take ownership and lead initiatives.
• Work-life Balance: We support a healthy work-life balance for our team members.