Service Desk Analyst

Job Description

Join our energetic team as a Service Desk Analyst. In this position, you will be responsible for providing first-line support to users, troubleshooting a variety of hardware and software issues, and documenting resolutions to improve service and efficiency within our IT department.

Responsibilities

• Serve as the first point of contact for IT support requests.
• Diagnose and resolve hardware and software problems.
• Utilize remote tools to assist users efficiently.
• Communicate effectively with users to understand their concerns and provide timely solutions.
• Participate in IT projects and initiatives as assigned.
• Collaborate with IT team members to streamline processes.
• Prepare periodic reports on support activities and performance metrics.

Requirements

Education

• Relevant IT qualification or related field

Experience

• 2+ years of experience in IT support or related role

Technical Skills

• Desktop Support
• Networking
• Windows OS
• Ticketing Systems

Soft Skills

• Customer Service
• Communication
• Problem-solving
• Teamwork

Languages

• English: Fluent
• Afrikaans: Basic

Advantageous

• ITIL Foundation Certification: Basic understanding of IT service management best practices.
• Experience with Apple products: Familiarity with Apple operating systems and devices.

Benefits

• Competitive salary and performance-based bonuses.
• Health and wellness benefits.
• Paid time off and holiday leave.
• Opportunities for professional development.

Company Culture

• Team Spirit: We pride ourselves on creating a supportive atmosphere where teamwork is at the heart of our success.
• Continuous Improvement: Our culture promotes continuous learning and professional growth through various training programs.
• Inclusivity: We are committed to building a diverse workplace that values every individual's contributions.