Help Desk Analyst

Job Description

In this role, you'll handle various technical issues ranging from user login problems to hardware malfunctions. You will be tasked with keeping documentation up to date, ensuring that all support tickets are logged and followed up on. Excellent communication and problem-solving skills are essential as you interact directly with users to diagnose and resolve their IT concerns.

Responsibilities

• Monitor and manage help desk ticket queues.
• Assist in maintaining a knowledge base of common technical issues.
• Provide excellent customer service and support.
• Work collaboratively in a team-oriented environment.
• Follow up with users to ensure issues are resolved to satisfaction.

Requirements

Education

• Relevant IT certifications preferred (e.g., CompTIA, Microsoft).

Experience

• Experience in a help desk or IT support environment preferred

Technical Skills

• Remote Desktop Support
• Software Troubleshooting

Soft Skills

• Interpersonal Skills
• Adaptability

Certifications

• ITIL Foundation Certification

Languages

• Afrikaans: Intermediate

Advantageous

• Experience in ITIL Framework: Understanding of ITIL principles to improve service delivery.
• Knowledge of VoIP Systems: Experience with VoIP setup and troubleshooting.

Benefits

• Comprehensive health insurance plan
• Annual performance bonuses
• Flexible working conditions
• Access to wellness programs

Company Culture

• Innovation: We prioritize innovative solutions and encourage creative thinking.
• Respect: We foster respect across all levels, ensuring a positive work environment.