Help Desk Analyst

Job Description

As a Help Desk Analyst, you will deliver high-quality support and technical assistance to users in Pretoria. Your role will involve responding to service requests, diagnosing problems, and guiding clients to resolution while documenting interactions and solutions for future reference.

Responsibilities

• Serve as the first point of contact for troubleshooting various IT issues.
• Maintain IT inventory and handle software licenses.
• Respond to support requests promptly to ensure customer satisfaction.
• Assist in testing new software or hardware implementations.
• Manage user accounts and permissions in various applications.
• Compile regular reports on support service metrics.
• Work with team members to optimize workflows and improve service.
• Provide feedback to management on client concerns and suggestions for improvement.
• Engage in continuous learning to stay updated on technology trends.
• Participate in team meetings to discuss support-related objectives.

Requirements

Education

• Bachelor's degree in Information Systems or Computer Science

Experience

• 3+ years of experience in an IT help desk role

Technical Skills

• Active Directory
• Remote Support Tools

Soft Skills

• Time Management
• Teamwork

Certifications

• Microsoft Certified: Azure Fundamentals
• Cisco Certified Network Associate (CCNA)

Languages

• English: Fluent

Advantageous

• Experience with cloud services: Basic knowledge of cloud-based applications and services.
• Familiarity with cybersecurity principles: Understanding of basic cybersecurity best practices.

Benefits

• Health insurance package with wellness benefits
• Annual performance bonuses
• Remote work options available
• Professional development opportunities

Company Culture

• Innovation: We value innovation and encourage team members to bring new ideas.
• Supportive Environment: We promote a supportive working environment that enables growth.
• Community Engagement: We engage with our community and promote volunteerism among employees.