Helpdesk Agent

The Helpdesk Agent will play a key role in the day-to-day running of a busy financial services business in Somerset West, Western Cape.

Punctuality, dedication, and a willingness to help others are highly regarded here. You will have the tools, systems, and backing needed to do the job properly. Send your CV through today and take the first step towards this opportunity.

Discretion and confidentiality are essential given the sensitive nature of the work.

• Diagnose and resolve hardware and software issues on desktops, laptops, printers, and mobile devices within agreed service levels.
• Manage user accounts and access permissions in Active Directory, email systems, and other enterprise applications.
• Receive, log, and categorise support requests from end users via phone, email, and the IT service management system.
• Escalate complex or unresolved issues to second and third-level support teams with complete diagnostic information.
• Troubleshoot basic network connectivity issues including Wi-Fi, VPN, and LAN connectivity problems.

• Excellent problem-solving skills with the ability to diagnose issues methodically and think logically under pressure.
• 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.
• For field support roles, a valid driver's licence and own reliable transport are essential.
• 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.