Helpdesk Administrator

Placements24; Vereeniging; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Medical benefits

Retirement benefits

Paid leave

Training opportunities

Job summary

Placements24 in Vereeniging is seeking a proactive Helpdesk Administrator to lead the customer support operations. You will coordinate the helpdesk team, assign tasks, and ensure prompt, effective handling of inquiries within a dedicated local team environment.

The role emphasizes leadership, strong organizational skills, and experience with helpdesk software and CRM systems to maintain service quality and customer satisfaction.

Qualifications

• Experience in helpdesk or customer support management.
• Strong organizational and multitasking abilities.
• Excellent communication and interpersonal skills.
• Ability to lead and motivate a team; IT support knowledge a plus.

Responsibilities

• Manage the day-to-day operations of the helpdesk, including ticket assignment and prioritization.
• Supervise and mentor the helpdesk support team, ensuring performance standards are met.
• Monitor SLAs and ensure timely resolution of customer issues.
• Maintain and update the knowledge base and support documentation.
• Generate reports on helpdesk performance, trends, and feedback.
• Act as escalation point for complex issues requiring advanced intervention.

Skills

Helpdesk management

Customer service

Leadership

Organization

Communication

Tools

Helpdesk software

CRM systems

Job description

About the Role

Our client is seeking a highly organized and proactive Helpdesk Administrator to manage and oversee their customer support operations in Vereeniging . This role involves coordinating the helpdesk team, ensuring efficient ticket resolution, and maintaining high standards of customer service. You will be responsible for managing support requests, assigning tasks, and ensuring that all customer inquiries are handled promptly and effectively. Working within our client's offices, you will be a key part of a dedicated team focused on providing outstanding support. This is an excellent opportunity for an individual with strong administrative and customer service skills to take on a leadership role in a growing organization.

Key Responsibilities

• Manage the day-to-day operations of the helpdesk, including ticket assignment and prioritization.
• Supervise and mentor the helpdesk support team, ensuring performance standards are met.
• Monitor service level agreements (SLAs) and ensure timely resolution of customer issues.
• Maintain and update the helpdesk knowledge base and support documentation.
• Generate reports on helpdesk performance, trends, and customer feedback.
• Act as a point of escalation for complex customer issues requiring advanced intervention.

Requirements

• Previous experience in a helpdesk , customer support management, or administrative role.
• Strong organizational and multitasking abilities.
• Excellent communication and interpersonal skills.
• Proficiency in helpdesk software and CRM systems.
• Ability to lead and motivate a team.
• Familiarity with IT support processes is a plus.

Benefits

• Competitive annual salary.
• Comprehensive medical and retirement benefits.
• Paid annual leave and public holidays.
• Opportunities for training and career progression.
• A stable and supportive work environment in Vereeniging .