Helpdesk Officer

Capago International; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading outsourcing service provider in Cape Town is seeking a Helpdesk Officer to manage IT systems and provide technical support to employees. The ideal candidate will have a maximum of 2 years of experience in a similar role, be fluent in English, and possess strong skills in HTML coding, helpdesk/ticketing systems, and user account management. This role offers an opportunity to work in a dynamic environment with a focus on customer service and technical assistance.

Qualifications

• Maximum 2 years experience in a similar helpdesk position.
• Experience in diagnosing and troubleshooting hardware/software issues.
• Experience in user account management and networking concepts.

Responsibilities

• Manage IT systems and provide technical support to employees.
• Install, configure hardware/software, and monitor asset status.
• Correct IT issues and manage department requests.
• Assist users by resolving their issues with proximity and distance support.
• Manage related projects and draft procedures for new centers.

Skills

Fluent in English

Fluent in French

Strong organizational skills

Time-management skills

Problem-solving mindset

Ability to work under pressure

User account management

HTML coding

Helpdesk / ticketing systems experience

Networking concepts

Education

Bachelor degree

Tertiary qualification

Tools

Windows

macOS

Ubuntu

Jumpcloud

Google Workspace

Job description

TO KNOW BEFORE APPLYING

• This position is based in Cape Town - South Africa ;
• Local contract offered (no freelance contract or expatriation) ;
• Maximum 2 years experience in a similar position ;
• Fluent in written and spoken English mandatory ;
• Fluent in French could be an advantage ;
• HTML coding experience - mandatory ;
• Helpdesk / ticketing systems experience - mandatory ;
• Strong knowledge of : Windows, MacOs and Ubuntu environments ;
• Knowledge of user account management (Jumpcloud, Google Workspace) ;
• Start date: March 2025.

WHO ARE WE ?

CAPAGO is a French provider of outsourcing services for European governments and their diplomatic missions, responsible for financing and managing visa application centers to process their Schengen visa applications.

We currently operate in 10 countries, and welcome more than 250,000 visa applicants each year.

As part of our development, we are looking to strengthen our IT department and are looking for a Helpdesk Officer, who is dedicated and customer-focused individuals to join our team.

RESPONSIBILITIES

The Helpdesk Officer manages the IT systems of the company and is the main point of contact between employees and the IT department.

His main missions are to :

• provide technical support and assistance to the employees and maintain the operational conditions of the IT infrastructure of the group ;
• manage the IT systems of the company : install & configure hardware and software, monitor asset status, perform backups, and hardware maintenance ;
• correct IT Issues : manage requests sent to the department, diagnose and take corrective actions ;
• assist employees : respond to users requests and assist them by resolving their issues, providing proximity and distance support ;
• manage related projects for the group : prepare the opening of new centers, draft procedures and communicate them, participate in IT projects for the group.

REQUIRED SKILLS

• Fluent in English - speaking French is a plus ;
• Strong organizational and time-management skills ;
• Perseverance, reactivity, creativity and rigor ;
• Performance-driven, problem-solving and results-oriented mindset ;
• Excellent verbal and written communication skills ;
• Ability to work under pressure and manage multiple tickets simultaneously ;

DIPLOMAS AND EXPERIENCE

• Bachelor degree as a minimum ;
• Tertiary qualification is an added advantage ;
• 2 years experience as a maximum in a same position ;
• Mandatory experience in HTML coding and helpdesk/ticketing systems ;
• Mandatory experience in Windows, macOS and Ubuntu environments ;
• Mandatory experience in user account management (Jumpcloud, Google Workspace) ;
• Experience in networking concepts (TCP/IP, DNS, VPN, Wi-Fi) ;
• Mandatory experience in diagnosing and troubleshooting hardware and software issues ;
• Experience in cyber-security : password policies, phishing, endpoint protection.