Service Desk Analyst

Job Description

Seeking a proactive Service Desk Analyst to enhance our IT support services. The successful candidate will handle user inquiries, troubleshoot hardware and software issues, and provide excellent service. Strong communication and technical skills are essential to thrive in this role.

Responsibilities

• Deliver exceptional customer service while troubleshooting and resolving IT-related issues.
• Track all service tickets and ensure proper follow-up until resolution.
• Assist in maintaining IT infrastructure by monitoring systems and networks.
• Create and manage user accounts and permissions as necessary.
• Participate in team assessment sessions for identifying areas for improvement.
• Provide emotional support and patience when dealing with frustrated users.
• Coordinate with vendors for hardware repairs and replacements.
• Support ongoing IT projects by providing logistical assistance.
• Engage in continuous learning regarding new IT tools and trends.
• Assist in testing and evaluating new IT solutions before deployment.

Requirements

Education

• Degree in Information Technology or related field
• Postgraduate qualifications in a relevant field would be an advantage

Experience

• 3+ years of experience in service desk or technical support roles

Technical Skills

• Microsoft Office
• Active Directory
• Technical Troubleshooting

Soft Skills

• Teamwork
• Adaptability

Certifications

• ITIL Foundations
• Cisco Certified Network Associate (CCNA)

Languages

• English: Fluent
• Tswana: Basic

Advantageous

• Familiarity with VoIP systems: Knowledge of Voice over Internet Protocol systems and support.
• Experience with remote desktop tools: Ability to provide remote support using desktop-sharing tools.

Benefits

• Health and wellness programs
• 13th cheque at year-end
• Supportive team environment
• Career progression opportunities

Company Culture

• Diversity: We believe in building a diverse workforce and inclusive atmosphere.
• Continuous Improvement: We are always looking for ways to enhance our processes and services.
• Fun and Engaging: We promote a positive work-life balance and an enjoyable workplace.