Helpdesk Agent

Our client is seeking a Helpdesk Agent to join their team in Midrand, Gauteng.

There is a strong sense of accountability and pride across the team. You will join a close-knit team that values reliability and mutual respect. Strong performers can expect clear paths to greater responsibility. Ready for your next opportunity? Submit your application today.

• Manage user accounts and access permissions in Active Directory, email systems, and other enterprise applications.
• Install, configure, and upgrade operating systems, applications, and drivers on end-user computing devices.
• Document all support activities, troubleshooting steps, and resolutions accurately in the ticketing system.
• Create and maintain knowledge base articles and user guides to enable self-service and reduce recurring support requests.
• Troubleshoot basic network connectivity issues including Wi-Fi, VPN, and LAN connectivity problems.
• Provide one-on-one and small group training to end users on IT systems, applications, and best practices.
• Receive, log, and categorise support requests from end users via phone, email, and the IT service management system.

• Strong communication and interpersonal skills with the ability to explain technical issues to non-technical users patiently.
• 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.
• Good understanding of computer hardware components, networking fundamentals, and common enterprise software applications.
• A diploma or degree in information technology, computer science, or a related field, or equivalent certifications.
• CompTIA A+ and N+ certifications are strongly preferred, and Microsoft or ITIL certifications are advantageous.
• Experience with IT service management tools such as ServiceNow, Jira Service Management, or similar ticketing platforms.