Helpdesk Administrator & SLA Manager

Placements24; Gqeberha; On-site; ZAR 170,000 - 230,000; Full time

Job summary

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.

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.

Skills

Helpdesk experience

Ticketing systems

Organizational skills

Communication skills

IT terminology knowledge

Detail-oriented

Tools

Helpdesk software

Ticketing system

Job description

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.