Helpdesk Agent

Our client, a thriving professional services firm in the Johannesburg area of Gauteng, is appointing a skilled Helpdesk Agent. We need a team player who communicates well and takes responsibility for outcomes.

You will be part of an organisation that invests in its people and its tools. Do well here and the door to greater responsibility opens quickly. If that sounds like you, we would be glad to receive your application.

The role carries deadline-driven reporting cycles, particularly around month-end and year-end.

• Diagnose and resolve hardware and software issues on desktops, laptops, printers, and mobile devices within agreed service levels.
• Receive, log, and categorise support requests from end users via phone, email, and the IT service management system.
• Document all support activities, troubleshooting steps, and resolutions accurately in the ticketing system.
• Escalate complex or unresolved issues to second and third-level support teams with complete diagnostic information.
• Provide one-on-one and small group training to end users on IT systems, applications, and best practices.
• Create and maintain knowledge base articles and user guides to enable self-service and reduce recurring support requests.
• Manage user accounts and access permissions in Active Directory, email systems, and other enterprise applications.

• A diploma or degree in information technology, computer science, or a related field, or equivalent certifications.
• Excellent problem-solving skills with the ability to diagnose issues methodically and think logically under pressure.
• For field support roles, a valid driver's licence and own reliable transport are essential.
• Proficiency in troubleshooting Windows and Microsoft 365 environments including user account and license management.
• A minimum of one to three years of experience in an IT support or helpdesk role in a corporate environment.
• Experience with IT service management tools such as ServiceNow, Jira Service Management, or similar ticketing platforms.
• CompTIA A+ and N+ certifications are strongly preferred, and Microsoft or ITIL certifications are advantageous.