It Service Desk Analyst

Cape Town, Western Cape, South Africa

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Requirements

Grade 12 or NQF level 4
Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience
CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or other relevant certifications
A+ and N+ certificates
Proven experience as a Desktop Support Engineer, Technical Support Specialist, or similar role
Strong knowledge of Windows and macOS operating systems
Familiarity with computer hardware, software applications, and networking fundamentals
Experience with remote desktop applications and help desk software
Understanding of Active Directory, Office 365, and common IT infrastructure
Knowledge of VoIP systems and basic networking concepts

Responsibilities

Provide first-level technical support to end-users via phone, email, and in person
Troubleshoot and resolve hardware, software, and network issues
Install, configure, and maintain computer hardware, operating systems, and applications
Ensure that software updates, patches, and security measures are applied regularly
Perform routine maintenance on all computer systems and networks
Assist in the deployment of new hardware and software as needed
Provide training and guidance to end-users on the use of hardware and software
Create and maintain comprehensive documentation for technical procedures and user support
Monitor system performance and ensure optimal functioning of hardware and software
Generate reports on technical support activities and system performance

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