Helpdesk Support Analyst

Placements24; Vereeniging; Hybrid; ZAR 180,000 - 260,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Professional development

Job summary

Placements24 is seeking a diligent Helpdesk Support Analyst to join our distributed team working remotely from home. You will be the first point of contact for end-users, diagnosing and resolving a wide array of IT issues to minimize productivity disruption.

The role emphasizes strong troubleshooting, clear communication, and the ability to work independently in a remote setup. Familiarity with ServiceNow or Jira and a home workspace are advantageous for success.

Qualifications

• Proven experience as a Helpdesk Analyst or similar role.
• Strong knowledge of hardware, software and OS (Windows, macOS).
• Experience with IT ticketing systems (ServiceNow, Jira).
• Excellent problem-solving and analytical skills.
• Outstanding communication and interpersonal skills.
• Ability to work independently in a remote setup.

Responsibilities

• Provide technical assistance for computer systems, software, and hardware.
• Respond to requests via phone, email, chat, or ticketing system.
• Diagnose and resolve hardware and software issues.
• Install, modify, and repair computer hardware/software.
• Guide customers through problem-solving steps.
• Escalate urgent issues to IT manager as needed.
• Track system performance and troubleshooting efforts.
• Maintain IT inventory and supplies.
• Create and maintain IT documentation and knowledge base articles.

Skills

Helpdesk experience

Troubleshooting

Windows/macOS

ServiceNow/Jira

Communication

Remote work

IT certifications

Home workspace

Internet connectivity

Education

CompTIA A+

ITIL Foundation

Tools

ServiceNow

Jira

Job description

About the Role

Our client is seeking a diligent and tech-savvy Helpdesk Support Analyst to join their growing team, operating on a fully remote basis. This role is instrumental in providing first-level technical support to end-users, resolving a wide range of IT issues efficiently and effectively. You will be the first point of contact for employees experiencing technical difficulties, ensuring minimal disruption to their productivity. We are committed to creating a supportive and collaborative remote work environment where professional growth is encouraged. The ideal candidate possesses strong troubleshooting skills, excellent communication abilities, and a customer-centric mindset. This is a fantastic opportunity to advance your IT career within a forward-thinking organization, working entirely from your home office. The ability to diagnose and resolve issues remotely is paramount to the success of this role, contributing directly to the operational efficiency of our distributed workforce across Vereeniging and beyond.

Key Responsibilities

• Provide technical assistance and support related to computer systems, software, and hardware.
• Respond to requests for technical assistance via phone, email, chat, or ticketing system.
• Diagnose and resolve technical hardware and software issues.
• Install, modify, and repair computer hardware and software.
• Walk customers through problem-solving processes.
• Identify and elevate situations requiring urgent attention to the IT manager.
• Track system performance and troubleshooting efforts.
• Maintain inventory of IT equipment and supplies.
• Create and maintain IT documentation and knowledge base articles for end-user support.

Requirements

• Proven experience as a Helpdesk Analyst, Technical Support Specialist, or similar role.
• Strong knowledge of computer hardware, software, and operating systems (Windows, macOS).
• Experience with IT support ticketing systems (e.g., ServiceNow, Jira).
• Excellent problem-solving and analytical skills.
• Outstanding communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Ability to work independently and manage time effectively in a remote setup.
• A stable, high-speed internet connection and a dedicated home workspace are required.
• Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a strong advantage.
• Experience supporting users in the Vereeniging region is beneficial but not essential.

Benefits

Our client offers a competitive salary, comprehensive health and wellness benefits, and a retirement savings plan. Professional development opportunities, including access to online courses and certifications, are provided to support career growth. This fully remote role offers excellent work-life balance, eliminating commute time and providing flexibility. We foster a strong sense of community through regular virtual team activities and provide the necessary tools and support for you to excel in your role. Performance-based incentives and recognition programs are also part of our attractive compensation package. Join our team and contribute to a company that values technical expertise and employee well-being.