Helpdesk Agent

A professional services firm in De Aar, Northern Cape has a vacancy available for a Helpdesk Agent.

You will have the tools, systems, and backing needed to do the job properly. The company supports further study and professional development where relevant. Qualified candidates are encouraged to get their applications in early.

Responsibilities

• 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.
• 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.
• Set up and deploy new computer equipment including imaging, software installation, and physical deployment to user desks.
• Diagnose and resolve hardware and software issues on desktops, laptops, printers, and mobile devices within agreed service levels.

Requirements

• Good understanding of computer hardware components, networking fundamentals, and common enterprise software applications.
• Strong communication and interpersonal skills with the ability to explain technical issues to non-technical users patiently.
• A diploma or degree in information technology, computer science, or a related field, or equivalent certifications.
• Experience with IT service management tools such as ServiceNow, Jira Service Management, or similar ticketing platforms.
• Excellent problem-solving skills with the ability to diagnose issues methodically and think logically under pressure.
• A minimum of one to three years of experience in an IT support or helpdesk role in a corporate environment.
• CompTIA A+ and N+ certifications are strongly preferred, and Microsoft or ITIL certifications are advantageous.

Qualifications

ITIL Foundation Certification