Help Desk Analyst

Job Description

We are seeking a motivated Help Desk Analyst to join our team in Cape Town. You will be the first point of contact for users needing IT support, addressing software and hardware issues while ensuring excellent customer service.

Responsibilities

• Provide first-line support for IT-related issues via phone, email, and in-person.
• Diagnose and troubleshoot hardware and software problems.
• Document issues and resolutions in the help desk ticketing system.
• Assist in setting up, maintaining and upgrading computer systems.
• Provide training and support for end-users on applications and hardware.
• Manage user accounts and access permissions.
• Coordinate with IT team for complex issues and follow-up on ticket resolution.
• Perform routine maintenance on computers and peripherals.

Requirements

Education

• Relevant certification in IT Support

Experience

• 3+ years of experience in IT support roles.

Technical Skills

• Remote Support Tools
• Microsoft Office Suite

Soft Skills

• Adaptability
• Team Collaboration

Certifications

• Microsoft Certified: Azure Fundamentals
• CompTIA Network+

Languages

• English: Fluent

Advantageous

• Experience with VoIP systems: Familiarity with setting up and troubleshooting VoIP services.
• Knowledge of cybersecurity best practices: Understanding of standard security protocols and practices in IT support.