Help Desk Analyst (36 Months)

We are recruiting for an IT Help Desk Analyst role to provide first-level technical support and troubleshooting for users experiencing IT-related issues, ensuring timely resolution and excellent customer service.

• Respond to incoming service desk tickets, emails, and calls in a timely and professional manner.
• Diagnose and resolve hardware, software, and network issues.
• Escalate complex problems to second- or third-level support as required.
• Log, track, and document support requests and resolutions using a ticketing system.
• Support users with system access, password resets, and software installations.
• Assist in setting up new user accounts, devices, and workstation configurations.
• Ensuring proper capturing of incidents and detailed documentation.

• NQF Level 6 or higher qualification in IT, Computer Sciences or related field, and a related certification (A+ or ITIL Foundation or equivalent).
• 6+ years’ experience in providing 1st line technical support to users, troubleshooting technology related issues, providing customer support and maintaining IT systems.
• Excellent problem-solving and customer service skills.