Helpdesk Agent

Reporting to the relevant manager, the Helpdesk Agent will receive, log, and categorise support requests from end users via phone, email, and diagnose and resolve hardware and software issues at a professional services firm in Somerset West, Western Cape.

Longer term, there is a clear path for those who show commitment. Honesty, reliability, and common sense go a long way in this team. Think you are a good fit? Send your CV through and introduce yourself.

• Diagnose and resolve hardware and software issues on desktops, laptops, printers, and mobile devices within agreed service levels.
• Provide one-on-one and small group training to end users on IT systems, applications, and best practices.
• Troubleshoot basic network connectivity issues including Wi-Fi, VPN, and LAN connectivity problems.
• Receive, log, and categorise support requests from end users via phone, email, and the IT service management system.
• Manage user accounts and access permissions in Active Directory, email systems, and other enterprise applications.
• Document all support activities, troubleshooting steps, and resolutions accurately in the ticketing system.
• Install, configure, and upgrade operating systems, applications, and drivers on end-user computing devices.

• Strong communication and interpersonal skills with the ability to explain technical issues to non-technical users patiently.
• Experience with IT service management tools such as ServiceNow, Jira Service Management, or similar ticketing platforms.
• A diploma or degree in information technology, computer science, or a related field, or equivalent certifications.
• A minimum of one to three years of experience in an IT support or helpdesk role in a corporate environment.
• Good understanding of computer hardware components, networking fundamentals, and common enterprise software applications.