Help Desk Analyst

Placements24; Polokwane; Hybrid; ZAR 180,000 - 280,000; Full time

Benefits offered by this job

Hybrid work model

Medical and dental coverage

Career development opportunities

Paid time off

Job summary

WhatJobs Direct is seeking a diligent Help Desk Analyst to join the team in Polokwane, Limpopo. The role involves providing first-line technical support to end-users, resolving hardware, software, and network issues, and escalating where necessary.

The ideal candidate has 2+ years in IT help desk, strong troubleshooting, and customer-focused communication skills. Hybrid work setup offered in a reputable organization within Polokwane.

Qualifications

• Minimum 2 years of experience in IT help desk or technical support.
• Strong knowledge of computer hardware, software, Windows OS, and basic networking.
• Experience with Jira Service Desk or ServiceNow is essential.
• CompTIA A+ and/or Network+ certifications are desirable.
• Familiarity with remote support tools and hybrid work environments.

Responsibilities

• Provide first-level technical support to end-users via phone, email, and ticketing system.
• Install and configure hardware, software, and basic networking equipment.
• Diagnose and resolve hardware/software issues and network connectivity problems.
• Log, track, and escalate tickets to resolve issues promptly.
• Assist with user account management and access provisioning.
• Document common issues and resolutions in the knowledge base.
• Provide guidance and training on IT procedures to users.

Skills

Troubleshooting

IT support

Customer focus

Communication

Remote support

Education

High school diploma or equivalent

Associate's or Bachelor's in IT

Tools

Jira Service Desk

ServiceNow

Remote access tools

Job description

About the Role

Our client, WhatJobs Direct, is seeking a diligent and technically adept Help Desk Analyst to join their team in Polokwane, Limpopo . This role is critical in providing first-line technical support to end-users, resolving hardware, software, and network issues promptly. You will be responsible for logging, diagnosing, and escalating IT support requests, ensuring minimal disruption to daily operations. The ideal candidate possesses strong troubleshooting skills, excellent communication abilities, and a customer-focused approach. This hybrid position offers a great opportunity to contribute to a reputable organization and develop your IT support career within the vibrant Polokwane, Limpopo region.

Key Responsibilities

• Provide prompt and effective first-level technical support to end-users via phone, email, and ticketing system.
• Install, configure, and maintain computer hardware, software, systems, networks, printers, and scanners.
• Diagnose and resolve technical hardware and software issues, including network connectivity problems.
• Log all support requests, track their status, and ensure timely resolution.
• Escalate complex issues to senior IT staff or relevant departments when necessary.
• Assist with user account management, including creation, modification, and deletion.
• Document common issues and their resolutions in the IT knowledge base.
• Provide guidance and training to end-users on basic IT procedures and best practices.
• Maintain IT inventory and ensure proper asset management within Polokwane, Limpopo .
• Contribute to the improvement of IT support processes and service delivery.

Requirements

• Minimum of 2 years of experience in an IT help desk or technical support role.
• Strong knowledge of computer hardware, software applications, operating systems (Windows primarily), and basic networking concepts.
• Experience with ticketing systems (e.g., Jira Service Desk, ServiceNow) is essential.
• Excellent problem-solving and troubleshooting skills.
• Good communication and interpersonal skills, with the ability to interact effectively with users of varying technical abilities.
• Ability to work both independently and collaboratively in a team environment in Polokwane, Limpopo .
• Relevant IT certifications (e.g., CompTIA A+, Network+) are highly desirable.
• High school diploma or equivalent; an Associate's or Bachelor's degree in IT or a related field is a plus.
• Familiarity with remote support tools.
• Ability to adapt to a hybrid work schedule.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive medical and dental coverage.
• Opportunities for IT certifications and continuous learning.
• Hybrid work model offering a balance of office and remote work.
• Generous paid time off.
• A collaborative and supportive IT department.
• Exposure to various IT systems and technologies within Polokwane, Limpopo .
• Career growth potential within the IT support field.