IT Service Desk Analyst
7 days ago
**About the Role**:
We are seeking a detail-oriented and service-minded Service Desk Analyst to join our team and play a crucial role in managing our client's IT support requests.
In this role, you will be the first point of contact for users logging support issues and play a key role in ensuring efficient resolution. You will utilize a ticketing system to track and manage requests, route them to the appropriate support personnel, and provide updates to users.
**Responsibilities**:
- Log and categorize support requests accurately and efficiently using the ticketing system.
- Diagnose and troubleshoot basic IT issues using established procedures.
- Route complex issues to the appropriate technical support personnel based on the nature of the problem.
- Track the progress of support requests and provide timely updates to users.
- Maintain a positive and professional demeanor while interacting with users.
- Generate reports on support ticket activity and trends.
- Participate in knowledge transfer sessions and maintain up-to-date knowledge of IT support procedures.
**Qualifications**:
- Diploma or Associate's degree in Information Technology or a related field (or equivalent experience)
- 3+ years of experience in a service desk or help desk role
- Strong organizational and time management skills
- Excellent communication and interpersonal skills, both written and verbal
- Ability to work independently and as part of a team
**Technical Skills**:
- Working knowledge of IT terminology and basic troubleshooting procedures
- Experience using ticketing systems and other IT support tools
Pay: R10 000,00 - R15 000,00 per month
**Education**:
- Diploma (required)
**Experience**:
- Service Desk Analyst: 3 years (required)
- ITMS Tools: 2 years (required)
Application Deadline: 2024/06/03
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