Helpdesk Agent (IT)

Kontak Recruitment; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading IT services firm is seeking a motivated Junior Helpdesk Agent to join its team in Cape Town. This entry-level position serves as the initial point of contact for technical support, focusing on learning and development within a dynamic MSP environment. Candidates should have 1–2 years of IT support experience and a basic understanding of Microsoft 365 and Windows systems. The role offers a salary of R15,000 to R18,000 per month, based on experience.

Qualifications

• 1–2 years’ experience in an IT support or helpdesk role.
• Basic understanding of Windows operating systems.
• Understanding of general IT troubleshooting concepts.

Responsibilities

• Act as the first point of contact for IT support requests.
• Monitor and prioritise helpdesk tickets.
• Provide first-line technical support including password resets.

Skills

Customer service and communication skills

Basic knowledge of Microsoft 365

Technical troubleshooting

Tools

Windows operating systems

Microsoft 365 applications

Job description

Helpdesk Agent (IT) job vacancy in Cape Town.

An established and growing managed IT services provider is looking for a motivated and technically inclined Junior Helpdesk Agent to join its Cape Town–based team.

This entry-level role serves as the first point of contact for clients, providing first-line technical support within an MSP environment.

The position is well suited to an individual eager to build a solid foundation in IT support, Microsoft 365, and structured troubleshooting while working closely with senior technical staff and SLA Account Managers.

The role is office-based, ticket-driven, and focused on learning, development, and service excellence

Salary: R15 000 to R18 000 per month (Negotiable depending on experience).

Minimum Requirements:

• Based in Cape Town or surrounding areas
• Valid driver’s licence
• 1–2 years’ experience in an IT support or helpdesk role
• Basic understanding of Windows operating systems
• Basic working knowledge of Microsoft 365 applications
• Understanding of general IT troubleshooting concepts
• Strong customer service and communication skills
• Professional, well-presented, and confident when engaging with end users
• Willingness to learn, take guidance, and follow established processes

Duties and Responsibilities:

• Act as the first point of contact for incoming IT support requests
• Monitor, log, categorise, and prioritise helpdesk tickets
• Provide first-line technical support, including:
• Password resets and account lockouts
• Microsoft 365 user issues (Outlook, Teams, OneDrive sync)
• Basic workstation troubleshooting
• Printer, peripheral, and hardware support
• Software installation and configuration
• Assist with basic Microsoft 365 administrative tasks, including:
• User creation and licence assignment
• MFA setup and resets
• Basic mailbox and Teams troubleshooting
• Escalate unresolved or higher-complexity issues to SLA Account Managers in line with internal processes
• Communicate clearly and professionally with end users, providing regular ticket updates
• Maintain a friendly, service-oriented approach in all client interactions
• Follow troubleshooting guides, internal documentation, and escalation procedures
• Build technical capability through hands-on exposure, mentoring, and internal training
• Contribute to a collaborative, process-driven helpdesk environment