About the Role

Our client is seeking an experienced Service Desk Analyst to join their IT support team in Kimberley . This role is crucial for providing first-line technical support and managing IT incidents for our users. You will be responsible for logging, diagnosing, and resolving a wide range of technical issues, ensuring minimal downtime and maximum productivity. This is an excellent chance for a technically proficient individual who enjoys problem-solving and contributing to a high-performing IT infrastructure, within a company that values innovation and employee advancement.

Key Responsibilities

- Respond to and resolve user-reported incidents and service requests via phone, email, and ticketing system.
- Diagnose and troubleshoot hardware, software, and network-related issues.
- Escalate unresolved issues to higher-level support teams with detailed problem descriptions.
- Maintain accurate records of incidents, problems,



and changes in the service desk system.
- Contribute to the development of the knowledge base by documenting solutions and workarounds.

Requirements

- Minimum of 2 years of experience in a service desk or helpdesk environment.
- Strong knowledge of Windows and macOS operating systems.
- Familiarity with network protocols and basic hardware troubleshooting.
- Excellent communication, customer service, and problem-solving skills.
- Experience with ITIL frameworks is a plus.

Benefits

- Competitive salary and performance-based incentives.
- Fully remote working arrangement offering extensive flexibility.
- Comprehensive health, dental, and vision insurance plans.
- Paid time off and holidays.
- Opportunities for training and career progression in IT support.

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📌 Service Desk Analyst (Kimberley)
🏢 Placements24
📍 Kimberley