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Service Desk Analyst
3 weeks ago
**Job Number**
- 71657
**Job Type**
- Permanent
**Job Title**
- Service Desk Analyst
**Computer Skills**
- Customer service skills,Technical proficiency,multitasking,problem solving skills
**Industry**
- Computer - IT
**City**
- Johannesburg
**Province**
- Gauteng
- Provide technical support and assistance to end-users, helping them resolve IT-related issues, such as hardware and software problems.
- Document and maintain records of end-user support requests and incidents in a ticketing system, ensuring accurate and timely information.
- Analyze, identify, and resolve recurring technical problems to prevent future incidents. Collaborate with other IT teams to find solutions.
- Educate end-users on basic software and hardware usage and best practices to prevent recurring issues.
- Assist users with password resets and access management, ensuring account security and data protection.
- Provide basic hardware support, such as setting up workstations, peripherals, and printers. Coordinate repairs and maintenance with IT hardware technicians when needed.
- Utilize remote desktop tools to assist users and resolve issues when on-site support is not possible
- Escalate complex technical issues or requests to higher-level IT support or specialized teams and follow up to ensure timely resolution.
- Contribute to and maintain a knowledge base of common issues, resolutions, and frequently asked questions to assist end-users and improve efficiency.**Inherent Requirements**
- At least 5 Year of experience in Data Management
- Certified copis of I.D, or Passport and valid work permit for non SA citizens
- ITIL Certified certification
- A+ Certified certification
- N+ Certified certification
- Strong knowledge of operating systems
- Excellent communication and customer service skills, both written and verbal, to interact professionally with end-users.
- Strong analytical and problem-solving abilities to diagnose and resolve technical issues efficiently.
- Ability to work collaboratively with other IT professionals and teams to resolve complex issues.
- Capability to manage multiple support requests simultaneously and prioritize tasks effectively.
**What Qualification**
**Minimum Qualification**
- Certificate
**Status**
- Available
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