Helpdesk Support Analyst

Placements24; Randburg; On-site; ZAR 180,000 - 320,000; Full time

Benefits offered by this job

Competitive salary

Medical aid

Retirement fund

Development programs

Paid leave

Equipment access

Employee assistance

Job summary

Placements24 is seeking a diligent Helpdesk Support Analyst to join our IT department in Randburg, Gauteng. This role provides first-line technical support to employees, diagnosing and resolving hardware, software, and network issues to keep systems running smoothly.

You will handle end-user requests via phone, email, and in person, log tickets, and escalate complex problems to senior IT staff when needed. Strong communication and a customer-focused mindset are essential.

Qualifications

• Proven experience in a helpdesk or IT support role.
• Strong knowledge of Windows operating systems and common business applications (e.g., Microsoft Office Suite).
• Experience with helpdesk ticketing systems is essential.
• Excellent problem-solving and diagnostic skills.
• Good communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Ability to work effectively both independently and as part of a team.
• A strong commitment to providing excellent customer service.
• Relevant IT certifications such as CompTIA A+ or similar are highly regarded.

Responsibilities

• Provide first-level technical support to end-users via phone, email, and in‑person for hardware, software, and network issues.
• Diagnose and resolve common IT problems, escalating more complex issues to senior IT staff when necessary.
• Install, configure, and maintain desktop computers, laptops, printers, and other peripheral devices.
• Manage user accounts, permissions, and access rights within the Active Directory environment.
• Assist with the setup and deployment of new hardware and software applications.
• Maintain accurate and detailed records of support requests, troubleshooting steps, and resolutions in the helpdesk ticketing system.
• Develop and update IT support documentation, user guides, and knowledge base articles.
• Ensure all IT equipment is managed, tracked, and maintained effectively.
• Provide basic training and guidance to users on IT best practices and system usage.

Skills

Windows OS

Office 365

Troubleshooting

Helpdesk

Communication

Tools

Active Directory

Job description

About the Role

Our client is seeking a diligent and technically proficient Helpdesk Support Analyst to join their IT department in Randburg, Gauteng . This role is essential for providing first-line technical support to all employees, ensuring the smooth operation of IT systems and services across the organization. You will be responsible for troubleshooting a wide range of hardware, software, and network issues, responding to support requests, and providing guidance to end-users. The ideal candidate possesses strong analytical skills, excellent communication abilities, and a commitment to delivering exceptional IT support. This is a fantastic opportunity to contribute to a dynamic IT environment and grow your technical expertise. We foster a collaborative team spirit and encourage professional development.

Key Responsibilities

• Provide first-level technical support to end-users via phone, email, and in‑person for hardware, software, and network issues.
• Diagnose and resolve common IT problems, escalating more complex issues to senior IT staff when necessary.
• Install, configure, and maintain desktop computers, laptops, printers, and other peripheral devices.
• Manage user accounts, permissions, and access rights within the Active Directory environment.
• Assist with the setup and deployment of new hardware and software applications.
• Maintain accurate and detailed records of support requests, troubleshooting steps, and resolutions in the helpdesk ticketing system.
• Develop and update IT support documentation, user guides, and knowledge base articles.
• Ensure all IT equipment is managed, tracked, and maintained effectively.
• Provide basic training and guidance to users on IT best practices and system usage.

Requirements

• Proven experience in a helpdesk or IT support role.
• Strong knowledge of Windows operating systems and common business applications (e.g., Microsoft Office Suite).
• Familiarity with troubleshooting hardware, software, and basic network issues.
• Experience with helpdesk ticketing systems is essential.
• Excellent problem‑solving and diagnostic skills.
• Good communication and interpersonal skills, with the ability to explain technical concepts to non‑technical users.
• Ability to work effectively both independently and as part of a team.
• A strong commitment to providing excellent customer service.
• Relevant IT certifications such as CompTIA A+ or similar are highly regarded.

Benefits

• Competitive salary and potential for annual bonuses.
• Comprehensive medical and retirement fund contributions.
• Opportunities for professional development and IT training programs.
• A collaborative and supportive team environment in Randburg, Gauteng .
• Paid annual leave and sick leave allowances.
• Access to company‑provided IT equipment and resources.
• Employee assistance program for personal support.