Helpdesk Support Analyst

Placements24; Stellenbosch; Hybrid; ZAR 180,000 - 280,000; Full time

Benefits offered by this job

Hybrid work model

Medical insurance

Dental insurance

Vision insurance

Retirement plan

Professional development

Job summary

Placements24 is seeking a skilled Helpdesk Support Analyst to join their Stellenbosch team. The role focuses on providing efficient technical support for end-users, resolving hardware, software, and network issues, with a hybrid work arrangement that combines in-office collaboration and remote work.

You will handle incident logging, troubleshooting, and escalation, while maintaining IT service quality and user satisfaction.

Qualifications

• Proven experience as a Helpdesk Support Analyst or similar role.
• Strong knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common business applications.
• Experience with IT support ticketing systems and remote support tools.
• Excellent analytical and problem-solving skills.
• Effective communication and interpersonal abilities.
• Relevant certifications such as CompTIA A+ or ITIL Foundation are a plus.

Responsibilities

• Provide first-level technical support to end-users via phone, email, and remote assistance tools.
• Troubleshoot and resolve hardware, software, and network connectivity issues.
• Install, configure, and maintain computer hardware and software.
• Manage user accounts and access permissions.
• Document all support requests, troubleshooting steps, and resolutions in the helpdesk system.
• Escalate unresolved issues to senior IT staff or specialized teams.

Job description

About the Role

Our client is seeking a skilled and experienced Helpdesk Support Analyst to join their innovative team in Stellenbosch . This role is critical in providing efficient and effective technical support to end-users, resolving hardware, software, and network issues. The hybrid nature of this position allows for collaborative problem-solving in the office and focused work remotely. You will be instrumental in ensuring the smooth operation of IT services, contributing to a productive work environment for all employees and upholding the company's commitment to technological excellence.

Key Responsibilities

• Provide first-level technical support to end-users via phone, email, and remote assistance tools.
• Troubleshoot and resolve hardware, software, and network connectivity issues.
• Install, configure, and maintain computer hardware and software.
• Manage user accounts and access permissions.
• Document all support requests, troubleshooting steps, and resolutions in the helpdesk system.
• Escalate unresolved issues to senior IT staff or specialized teams.

Requirements

• Proven experience as a Helpdesk Support Analyst or similar role.
• Strong knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common business applications.
• Experience with IT support ticketing systems and remote support tools.
• Excellent analytical and problem-solving skills.
• Effective communication and interpersonal abilities.
• Relevant certifications such as CompTIA A+ or ITIL Foundation are a plus.

Benefits

• Competitive annual salary with performance-based increments.
• Hybrid work model offering a flexible work-life balance.
• Comprehensive medical, dental, and vision insurance.
• Retirement savings plan.
• Continuous learning opportunities and professional development support.