Helpdesk Administrator

Placements24; Gqeberha; Sur place; ZAR 170 000 - 230 000; Plein temps

Résumé du poste

Placements24 is seeking an organized Helpdesk Administrator to manage incoming support requests and ensure timely resolution for users in Port Elizabeth. You will log, prioritize, and assign tickets while maintaining the helpdesk system and resources.

This role suits someone with strong administrative and communication skills who can contribute to smooth operations, monitor ticket SLAs, and help grow the knowledge base.

Qualifications

• Proven experience as a Helpdesk Administrator, Service Desk Analyst, or similar administrative role.
• Proficiency with helpdesk software and ticketing systems.
• Strong organizational and multitasking abilities.
• Excellent communication and interpersonal skills.
• Basic understanding of IT principles and terminology.
• Detail-oriented with a commitment to accuracy.

Responsabilités

• Receive, log, and prioritize all incoming helpdesk support requests via phone, email, or ticketing system.
• Assign tickets to appropriate technical teams or individuals for resolution.
• Monitor the status of open tickets and ensure they are resolved within service level agreements (SLAs).
• Maintain accurate records of all support activities and resolutions in the helpdesk system.
• Generate regular reports on helpdesk performance, ticket trends, and resolution times.
• Assist in managing the helpdesk knowledge base and user documentation.

Connaissances

Helpdesk experience

Ticketing systems

Organizational skills

Communication skills

IT terminology knowledge

Detail-oriented

Outils

Helpdesk software

Ticketing system

Description du poste

About the Role

Our client is seeking an organized and efficient Helpdesk Administrator to manage incoming support requests and ensure timely resolution for their users in Port Elizabeth . This role involves logging, prioritizing, and assigning support tickets, as well as maintaining the helpdesk system and resources. You will be the central point of contact for initial support inquiries, ensuring that users receive prompt and effective assistance. This is an ideal position for someone with strong administrative and communication skills looking to contribute to a smooth operational flow in Port Elizabeth .

Key Responsibilities

• Receive, log, and prioritize all incoming helpdesk support requests via phone, email, or ticketing system.
• Assign tickets to appropriate technical teams or individuals for resolution.
• Monitor the status of open tickets and ensure they are resolved within service level agreements (SLAs).
• Maintain accurate records of all support activities and resolutions in the helpdesk system.
• Generate regular reports on helpdesk performance, ticket trends, and resolution times.
• Assist in managing the helpdesk knowledge base and user documentation.

Requirements

• Proven experience as a Helpdesk Administrator , Service Desk Analyst, or similar administrative role.
• Proficiency with helpdesk software and ticketing systems.
• Strong organizational and multitasking abilities.
• Excellent communication and interpersonal skills.
• Basic understanding of IT principles and terminology.
• Detail-oriented with a commitment to accuracy.

Benefits

• Competitive salary with potential for annual increments.
• Group life insurance and other benefits.
• Opportunities for cross-training and skill enhancement.
• A stable work environment within a reputable company in Port Elizabeth .
• Commuting allowance and other on-site perks.