Senior Service Desk Analyst

Acora Limited; Cape Town; On-site; ZAR 180,000 - 320,000; Full time

Job summary

Acora Limited in Cape Town is seeking a Service Desk Analyst to join the Service Operations team, delivering high-quality technical support for end-users with a focus on Windows OS and Microsoft applications.

You will diagnose, troubleshoot, and resolve IT issues, handle tickets, and collaborate with IT teams to resolve complex problems, while providing clear user guidance and training to improve proficiency.

Qualifications

• Provides first-line support with a focus on Windows OS and Microsoft technologies.
• Experience with Microsoft Exchange for email administration and support.
• Strong Active Directory knowledge, including on-premises and cloud configurations.
• Hands-on experience with Azure and Office 365 implementation and support.

Responsibilities

• Provide first-line IT support for Windows OS and Microsoft technologies.
• Diagnose and resolve hardware, software, and network issues promptly.
• Respond to service desk tickets, emails, and calls with high customer satisfaction.
• Develop and maintain user guides and FAQs for common issues.
• Train end-users on Windows and Microsoft applications to improve proficiency.
• Collaborate with IT teams to resolve complex technical problems.

Skills

Windows OS

Microsoft Office

Active Directory

Azure & Office 365

Microsoft Exchange

Imaging Windows

Customer service

Documentation

Job description

About Us

Acora are a progressive full-stack full-service business technology services partner, built for the AI era. Combining the capabilities of a Managed Service Provider (MSP), Managed Security Service Provider (MSSP), IT Consulting, Professional Services and Development company, Acora helps customers achieve breakthrough results - often quicker and at lower risk than they thought possible.

We believe in a better working world, where our customers are confident to fully embrace the AI opportunity and generate economic impact.

Our Values

• Be the best you can be
• We do what we say
• Together we win

Description

As Service Desk Analyst you will be part of the Service Operations team, playing a key role in the delivery of high-quality technical support for the business and the customer. You will be responsible for providing technical assistance, troubleshooting, and support to end-users, with a specific emphasis on Windows OS and Microsoft applications.

Key Responsibilities

• Provide first-line support for all IT-related issues with a primary focus on Windows operating systems and Microsoft technology
• Diagnose and resolve hardware, software, and network issues in a timely and efficient manner
• Respond to service desk tickets, emails, and phone calls, ensuring a high level of customer satisfaction
• Possess in-depth knowledge and hands-on experience with various versions of Windows OS (Windows 7, 8, 10) and server editions
• Perform system installations, configurations, and upgrades for Windows environments
• Troubleshoot and resolve issues related to Windows OS, including system performance and securityExpertise in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and troubleshooting issues related to these applications
• Experience with Microsoft Exchange for email administration and support
• Knowledge of Active Directory, Group Policy, and other Microsoft server technologies
• Develop and maintain user guides, FAQs, and documentation for common technical issues
• Provide training sessions to end-users on Windows and Microsoft applications to enhance their proficiency
• Collaborate with other IT teams to escape and resolve complex technical issues
• Communicate effectively with end-users, keeping them informed about the status of their support requests

Key Skills

• Proficient in supporting Windows and Mac systems, adept at troubleshooting and optimising both environments
• Extensive experience supporting Microsoft Exchange for seamless email communication
• Strong Active Directory skills, covering both on-premises and cloud configurations
• In-depth knowledge of Azure and Office 365, with hands-on experience in implementing and supporting cloud-based solutions
• Skilled in building and imaging Windows machines, ensuring standardised and optimised deployments
• Proven ability to diagnose and resolve complex issues related to OS, applications, and hardware components
• Implementation and maintenance of security measures within Windows and Mac environments
• Providing responsive and effective end-user support with a focus on issue resolution
• Developing clear documentation for configurations, troubleshooting, and user guides
• Effective collaboration with cross-functional teams, along with clear communication of technical information to non-technical users
• Commitment to staying current with the latest technology developments through ongoing training and certifications

Personal Specification

• Excellent Customer Service skills
• Strong interpersonal skills
• Ability to manage each Customer as an individual
• Demonstrative ‘Can do’ attitude at all times
• Flexible
• Punctual at all times
• Team Player
• Excellent communication skills
• Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment
• Excellent multi-tasking skills