Desktop Support Analyst

PRIMARY POSITION PURPOSE

We are looking to hire a Desktop Support Analyst to join our Bloemfontein team to provide regional IT end user services & support.

The Responsibilities

• Technical issues and triage: Assisting in the logging and categorization of technical support issues reported by end-users. This involves accurately capturing relevant details of the problems and prioritizing them based on urgency and impact. 

• Hardware setup and maintenance: Setting up new computer systems, including hardware installation, operating system configuration, and software installation. Performing routine maintenance tasks, such as hardware upgrades, patching, and cleaning. 

• Responding to support requests and incidents via phone, email, or ticketing system, and providing timely and effective resolution or escalation to senior support staff as needed. 

• Hardware and software inventory management: Assisting in maintaining an inventory of hardware and software assets, including labelling, organizing equipment, updating asset databases, and performing routine checks for accuracy.

• Facilitating setup of new user accounts & profiles and being liaison between end user & business.  

• Collaborating and engaging with other IT members to actively seek opportunities to expand and share your technical knowledge and skills.

Key Challenges

• Time Management

• Prioritising workload according to importance

• Remaining level-headed when dealing with pressure situations & clients

Key Performance Indicators

• Average time of response, resolution/escalation of support

• Client satisfaction ratings 

• Timely escalation of issues to senior support 

• Accuracy and correctness of actioned tasks, documentation & inventories 

Recommended Qualifications, Skills, and Experience

• Matric

• A+ and N+ would be beneficial 

• Any supplementary qualifications relevant to the IT service & support field 

• Working experience servicing IT & end users in a business environment 

• Experience working on Microsoft operating systems & Microsoft Office packages 

We believe that a diverse workforce is key to our business success.  We seek the best people for our jobs based on their skills, qualifications, and experience.  We embrace the principle of equal opportunity in employment and work towards eliminating all forms of unlawful discrimination in our employment practices.  In support of diversity and the equal opportunity principle, preference will be given to individuals from designated groups in South Africa.

At Surbana Jurong, we put talent, hard work, teamwork and a fun workplace together to approach problems and solve them creatively and collaboratively. Join us in making a positive impact on the world!