Support Desk Analyst

Placements24; Cape Town; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work options

Health insurance

Retirement plan

IT certifications support

Collaborative team environment

Job summary

Placements24 is seeking a customer-focused Support Desk Analyst to join our Upington team in a hybrid role. You will provide timely, effective technical and non-technical support to end-users, troubleshoot issues, and maintain a positive user experience.

Key responsibilities include handling tickets, documenting actions, and collaborating with IT colleagues to resolve problems. Proficiency with Windows and macOS, strong communication, and time management are essential for success in this

Qualifications

• Experience in IT helpdesk or support desk environment.
• Strong knowledge of Windows and macOS and common office software.
• Excellent troubleshooting and communication skills.

Responsibilities

• Provide first-line end-user support via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, and network issues.
• Document requests and resolutions in the helpdesk system.
• Escalate unresolved issues to appropriate IT teams.
• Assist users with setup and troubleshooting of various applications.

Skills

Customer service

Troubleshooting

Communications

Time management

Tools

Helpdesk software

Remote support tools

Ticketing system

Job description

About the Role

Our client is seeking a skilled and customer-oriented Support Desk Analyst to join their growing team in Upington . This role is essential for providing timely and effective technical and non-technical support to end-users, ensuring smooth operations and high satisfaction levels. You will be a key resource for troubleshooting and problem resolution, contributing to a positive user experience. This hybrid role combines the benefits of on-site teamwork with the flexibility of remote work, fostering a balanced and productive professional life.

Key Responsibilities

• Provide first-line support to users via phone, email, and ticketing system.
• Diagnose and resolve hardware, software, and network-related issues.
• Document all support requests, actions taken, and resolutions in the helpdesk system.
• Escalate unresolved issues to appropriate IT personnel or specialized teams.
• Assist users with setup, installation, and troubleshooting of various applications.
• Contribute to the creation and maintenance of support documentation and knowledge base articles.

Requirements

• Experience working in a support desk or IT helpdesk environment.
• Strong understanding of operating systems (Windows, macOS) and common office applications.
• Excellent troubleshooting and problem-solving skills.
• Effective communication skills, able to explain technical concepts clearly.
• Familiarity with helpdesk software and remote support tools is preferred.
• Ability to manage time efficiently and prioritize tasks in a dynamic environment.

Benefits

• Competitive salary and potential for annual increases.
• Flexible hybrid work options to suit work-life balance.
• Comprehensive health insurance and retirement plan.
• Opportunities for professional development and IT certifications.
• A supportive and collaborative team atmosphere in Upington .