Helpdesk Agent

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

Job summary

A managed IT services provider in Cape Town is seeking a motivated Helpdesk Agent to provide first-line technical support. In this role, you'll handle incoming IT support requests, log and categorise tickets, and offer assistance with Microsoft 365 issues. Ideal candidates have 1-2 years of IT support experience, strong customer service skills, and a willingness to learn. This position offers a salary between R15,000 and R18,000 per month, depending on experience, in a collaborative team environment.

Qualifications

• 1–2 years’ experience in an IT support or helpdesk role.
• Valid driver’s licence.
• Willingness to learn and follow established processes.

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.

Skills

Strong customer service skills

Communication skills

Basic understanding of Windows operating systems

Knowledge of Microsoft 365 applications

General IT troubleshooting concepts

Job description

Helpdesk Agent (IT) (JB5809)

Cape Town

R15 000 to R18 000 a month (Negotiable depending on experience)

Permanent

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.

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

Equal opportunity: All backgrounds are welcomed, with no bias. All are considered based on requirements.