IT Service Desk Analyst

• 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

• 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