Helpdesk Analyst - IT Support

Placements24; Upington; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Remote work

Medical aid

Retirement fund

Job summary

Placements24 is seeking a motivated Helpdesk Analyst to join its distributed IT support team. This remote role offers flexibility to work from anywhere in South Africa with occasional on-site presence if needed.

You will deliver first-line technical support for hardware, software, and networks, ensuring IT systems run smoothly and employees stay productive. The ideal candidate brings solid troubleshooting skills, clear communication, and a customer-service mindset.

Qualifications

• Experience in an IT helpdesk or technical support role.
• Strong knowledge of computer hardware and operating systems (Windows, macOS).
• Customer-focused with excellent problem-solving and communication skills.

Responsibilities

• Provide first-level IT support to end-users via phone, email, and remote tools.
• Troubleshoot and resolve hardware, software, and network issues.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Assist users with password resets, account management, and access issues.
• Diagnose OS issues and common office applications; escalate complex problems as needed.

Skills

IT support

Troubleshooting

Communication

Remote work

Ticketing systems

Education

CompTIA A+

Network+

Microsoft Certified

Tools

Remote Desktop

IT Ticketing System

Job description

About the Role

Our client, a dynamic and growing technology firm, is seeking a motivated Helpdesk Analyst to join their distributed IT support team. This role is primarily remote, offering the flexibility to work from anywhere within South Africa, with occasional requirements for on-site presence if needed. You will be responsible for providing first-line technical support to employees, resolving hardware, software, and network issues, and ensuring the smooth functioning of the IT infrastructure. The ideal candidate possesses strong technical troubleshooting skills, excellent communication abilities, and a customer-service oriented approach. You will play a vital role in maintaining employee productivity by addressing IT challenges promptly and efficiently. While the role is remote, candidates with familiarity of the Upington, Northern Cape area are welcome, though location is not a strict requirement for remote work. Join a company that values its employees' well-being and offers opportunities for professional growth within the IT sector. Your expertise will be key to supporting our client's technological needs.

Key Responsibilities

• Provide first-level technical support to end-users via phone, email, and remote support tools.
• Troubleshoot and resolve hardware, software, and network connectivity issues.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Assist users with password resets, account management, and access issues.
• Diagnose and resolve issues related to operating systems (Windows, macOS) and standard office applications.
• Escalate complex technical issues to senior IT staff or specialized teams.
• Document all support requests, troubleshooting steps, and resolutions in the IT ticketing system.
• Contribute to the creation and maintenance of IT knowledge base articles and user guides.
• Perform regular IT system checks and preventative maintenance tasks.
• Ensure timely and effective resolution of all IT support tickets.

Requirements

• High school diploma or equivalent; relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are highly desirable.
• Proven experience in an IT helpdesk or technical support role.
• Strong knowledge of computer hardware, operating systems (Windows, macOS), and common software applications.
• Excellent problem-solving and analytical skills.
• Proficiency in using IT ticketing systems and remote desktop tools.
• Strong communication and interpersonal skills, with the ability to explain technical issues to non-technical users.
• Ability to work independently and manage time effectively in a remote work setting.
• A customer-centric mindset and a commitment to providing excellent service.
• Familiarity with basic networking concepts is beneficial.

Benefits

• Our client offers a competitive salary and a comprehensive benefits package, including medical aid and retirement fund contributions.
• This role provides the flexibility of remote work, allowing you to work from your preferred location.
• Employees benefit from ongoing training and professional development opportunities to enhance their IT skills.
• Join a forward-thinking company that invests in its employees' growth and well-being.
• Our client fosters a collaborative and supportive team environment, even in a remote setting.
• This is an excellent opportunity to advance your career in IT support with a company that values innovation and employee satisfaction.
• Enjoy a great work-life balance and the chance to work with modern IT infrastructure.