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.
Key responsibilities:
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.
Minimum Technical Skills and Qualifications:
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.
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