Technical Service Analyst

Job Description

We are seeking a passionate Technical Service Analyst to join our Johannesburg office. You will be responsible for providing top-notch support to our clients while troubleshooting and resolving technical issues. A strong customer service ethic is essential.

Responsibilities

• Serve as the first point of contact for clients seeking assistance with technical issues.
• Log and prioritize incoming support requests based on urgency.
• Monitor system statuses and report any issues proactively to the team.
• Develop and maintain positive client relationships through effective communication.
• Coordinate with third-party vendors for hardware repairs and service requests.
• Lead training sessions for new employees on system use and best practices.

Requirements

Education

• Bachelor's degree in Computer Science or related field
• Any relevant technical training or certifications would be beneficial

Experience

• 2+ years in customer support or IT service desk roles

Technical Skills

• Technical Troubleshooting
• Office Productivity Software (e.g. Microsoft Office)

Soft Skills

• Analytical Skills
• Adaptability

Certifications

• Cisco Certified Network Associate (CCNA)

Languages

• English: Fluent
• Zulu: Conversational

Advantageous

• Experience with Service Desk Analytics: Ability to analyze service desk metrics to improve performance.
• Familiarity with Cloud Technologies (AWS, Azure): Basic knowledge of cloud services and their management.

Benefits

• Health and wellness benefits
• Generous leave policies including annual and sick leave
• Opportunities for career advancement and professional development
• Team-building events and social activities

Company Culture

• Innovation Driven: We encourage creative solutions and embrace new ideas in technology.
• Diversity and Inclusion: Our team is made up of diverse individuals, and we celebrate this diversity as a strength.
• Community Engagement: We believe in giving back to our community through various outreach initiatives.