IT Service Desk Analyst

A dynamic, innovative and inspiring company providing fintech solutions across multiple sectors is looking for an IT Service Desk Analyst to diagnose and troubleshoot technical issues, configure and install hardware and software, and ensure the smooth and efficient operation of the organization’s IT infrastructure. 

DUTIES AND RESPONSIBILITIES 

• Technical Support: 
• Provide first-level technical support to end-users via phone, email, and in-person 
• Troubleshoot and resolve hardware, software, and network issues 
• Assist users with setting up and configuring computer systems and peripherals 
• Installation and Configuration: 
• Install, configure, and maintain computer hardware, operating systems, and applications 
• Ensure that software updates, patches, and security measures are applied regularly 
• Set up new user accounts and profiles and deal with password issues 
• Maintenance and Upgrades: 
• Perform routine maintenance on all computer systems and networks 
• Assist in the deployment of new hardware and software as needed 
• Ensure proper documentation of all system configurations and changes 
• Assist in the implementation of new technologies and system upgrades 
• User Training and Documentation: 
• Provide training and guidance to end-users on the use of hardware and software 
• Create and maintain comprehensive documentation for technical procedures and user support 
• System Monitoring and Reporting: 
• Monitor system performance and ensure optimal functioning of hardware and software 
• Generate reports on technical support activities and system performance 
• Identify recurring issues and provide input for improving IT processes and systems 
• Maintain inventory of IT assets and manage equipment lifecycle 
• Collaboration and Communication: 
• Work closely with other IT team members to resolve complex issues 
• Communicate effectively with users and provide updates on the status of their requests 
• Escalate unresolved issues to higher-level support or specialized teams as necessary 

REQUIREMENTS 

• Grade 12 or NQF level 4 
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience 
• Proven experience as a Desktop Support Engineer, Technical Support Specialist, or similar role 

Skills Required 

• Technical Skills: 
• Strong knowledge of Windows and macOS operating systems 
• Familiarity with computer hardware, software applications, and networking fundamentals 
• Experience with remote desktop applications and help desk software
• Understanding of Active Directory, Office 365, and common IT infrastructure 
• Knowledge of VoIP systems and basic networking concepts 
• Understanding of IT security best practices 
• Problem-Solving Abilities: 
• Excellent troubleshooting and problem-solving skills 
• Ability to diagnose and resolve technical issues efficiently and effectively 
• Communication Skills: 
• Strong verbal and written communication skills 
• Ability to explain technical concepts in simple terms to non-technical users 
• Customer Service Orientation: 
• Friendly and patient demeanour with a focus on providing excellent customer service 
• Ability to handle user complaints and technical challenges calmly and professionally 
• Certifications (Preferred): 
• CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or other relevant certifications 
• A+ and N+