Senior Helpdesk Analyst

Placements24; Riverton (UT); Hybrid; USD 25,000 - 40,000; Full time

Benefits offered by this job

Hybrid work model

Contract role with extension potential

Professional development opportunities

Access to advanced IT tools

Job summary

WhatJobs Direct is seeking a Senior Helpdesk Analyst for a contract role based in Upington. The position offers a hybrid work arrangement balancing on-site efforts with remote support.

You will lead complex IT issue resolution, mentor junior staff, and help shape IT support processes while ensuring security and best practices across the infrastructure.

Qualifications

• Significant experience in a senior helpdesk or IT support role.
• Strong knowledge of operating systems, networking, and hardware troubleshooting.
• Experience with ITIL framework and service management best practices is highly desirable.

Responsibilities

• Provide advanced technical support for hardware, software, and network issues.
• Diagnose and resolve complex IT problems, escalating when necessary.
• Mentor and guide junior helpdesk staff, fostering their technical development.
• Develop and implement IT support strategies and procedures.
• Manage and maintain IT assets, including hardware and software inventory.
• Oversee the helpdesk ticketing system, ensuring efficient workflow and resolution times.
• Contribute to IT projects and system upgrades.
• Create and maintain technical documentation and knowledge base articles.
• Collaborate with other IT departments to ensure integrated solutions.
• Ensure compliance with security policies and best practices.

Skills

Senior IT support

Analytical problem-solving

Leadership

Communication

Education

Bachelor's degree in Computer Science or related field

Tools

ITIL

Helpdesk ticketing system

Networking fundamentals

Job description

About the Role

Our client, WhatJobs Direct, is seeking an experienced Senior Helpdesk Analyst for a contract position, offering a hybrid work arrangement. This role is based in Upington, Northern Cape and requires a skilled professional to provide advanced technical support and guidance. You will be responsible for managing complex IT issues, mentoring junior staff, and contributing to the optimization of IT support processes. The hybrid nature of this role allows for a balance of on-site presence for critical tasks and remote work for flexibility. We are looking for an individual with a strong technical background, excellent problem-solving skills, and the ability to work effectively in a dynamic environment. Your expertise will be crucial in ensuring the seamless operation of our client's IT infrastructure and supporting their business objectives. This position offers a great opportunity to leverage your experience in a challenging yet rewarding role within the Upington area, blending the benefits of office collaboration with remote convenience.

Key Responsibilities

• Provide advanced technical support for hardware, software, and network issues.
• Diagnose and resolve complex IT problems, escalating when necessary.
• Mentor and guide junior helpdesk staff, fostering their technical development.
• Develop and implement IT support strategies and procedures.
• Manage and maintain IT assets, including hardware and software inventory.
• Oversee the helpdesk ticketing system, ensuring efficient workflow and resolution times.
• Contribute to IT projects and system upgrades.
• Create and maintain technical documentation and knowledge base articles.
• Collaborate with other IT departments to ensure integrated solutions.
• Ensure compliance with security policies and best practices.

Requirements

• Significant experience as a Helpdesk Analyst or in a similar senior IT support role.
• In-depth knowledge of operating systems, networking, and hardware troubleshooting.
• Experience with ITIL framework and service management best practices is highly desirable.
• Strong analytical and problem-solving skills, with the ability to think critically.
• Excellent communication, interpersonal, and leadership skills.
• Ability to work effectively in a hybrid model, fulfilling on-site requirements in Upington.
• Relevant IT certifications (e.g., MCSE, CCNA) are a strong asset.
• Proficiency in using helpdesk ticketing and IT management software.
• Ability to manage multiple priorities and work under pressure.
• Bachelor's degree in Computer Science or a related field is preferred.

Benefits

• Contract rate of R per annum.
• Hybrid work model offering flexibility.
• Opportunity to work on challenging IT projects.
• Professional development and training opportunities.
• Access to advanced IT tools and resources.
• Exposure to diverse technical environments in Upington.
• Contract duration with potential for extension.
• Collaborative team environment.
• Competitive compensation package.
• Contribution to work-life balance through flexible arrangements.