Helpdesk Support Analyst - IT Infrastructure

Placements24; Mbombela (Nelspruit); On-site; ZAR 180,000 - 260,000; Full time

Benefits offered by this job

Competitive salary package

Medical insurance

Retirement savings plan

Performance-based bonuses

Professional development

Job summary

Placements24 is assisting a prominent financial services organization in Nelspruit, Mpumalanga to hire a Helpdesk Support Analyst. You will provide first-line technical support for hardware, software, and networks, logging tickets and resolving issues to SLAs.

The role requires strong troubleshooting, customer service, and teamwork; experience with Windows, Office, and IT ticketing systems like Jira Service Desk or ServiceNow is preferred; commuting to Nelspruit is expected.

Qualifications

• Proven experience in an IT helpdesk or technical support role.
• Strong knowledge of Windows operating systems, Microsoft Office Suite, and common business applications.
• Familiarity with network concepts (TCP/IP, DNS, DHCP) and hardware troubleshooting.
• Excellent problem-solving and analytical skills.
• Outstanding customer service and communication skills, interacting with users of all technical levels.
• Experience with IT ticketing systems (e.g., Jira Service Desk, ServiceNow).
• Ability to work independently and manage priorities effectively.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are highly desirable.
• Must be located in or able to commute to Nelspruit, Mpumalanga.

Responsibilities

• Provide first-level technical support and troubleshooting for hardware, software, and network issues reported by end-users.
• Install, configure, and maintain desktop computers, laptops, printers, and mobile devices.
• Respond to helpdesk tickets in a timely and efficient manner, ensuring all issues are logged and resolved according to SLAs.
• Assist users with account management, password resets, and access permissions.
• Diagnose and resolve common network connectivity problems.
• Document technical procedures, solutions, and common issues in the IT knowledge base.
• Escalate unresolved issues to senior IT staff or specialized teams.
• Provide support for office applications and proprietary software.
• Conduct basic user training on IT policies and procedures.]

Skills

IT helpdesk

Technical support

Windows

Microsoft Office

Networking

IT ticketing systems

Customer service

Tools

Jira Service Desk

ServiceNow

Job description

About the Role

Our client, a prominent financial services organization, is seeking a skilled Helpdesk Support Analyst to join their IT department based in Nelspruit, Mpumalanga . This role is fundamental to ensuring the smooth operation of our client's IT infrastructure by providing timely and effective technical support to all employees. You will be the first line of defense for IT-related issues, addressing hardware, software, and network problems. The ideal candidate will possess strong technical troubleshooting skills, excellent communication abilities, and a commitment to delivering exceptional service. This is an excellent opportunity to contribute to a stable and reputable organization and advance your IT support career within Nelspruit, Mpumalanga . We are looking for individuals who are proactive, detail-oriented, and dedicated to maintaining a high level of IT service.

Key Responsibilities

• Provide first-level technical support and troubleshooting for hardware, software, and network issues reported by end-users.
• Install, configure, and maintain desktop computers, laptops, printers, and mobile devices.
• Respond to helpdesk tickets in a timely and efficient manner, ensuring all issues are logged and resolved according to SLAs.
• Assist users with account management, password resets, and access permissions.
• Diagnose and resolve common network connectivity problems.
• Document technical procedures, solutions, and common issues in the IT knowledge base.
• Escalate unresolved issues to senior IT staff or specialized teams.
• Provide support for office applications and proprietary software.
• Conduct basic user training on IT policies and procedures.

Requirements

• Proven experience in an IT helpdesk or technical support role.
• Strong knowledge of Windows operating systems, Microsoft Office Suite, and common business applications.
• Familiarity with network concepts (TCP/IP, DNS, DHCP) and hardware troubleshooting.
• Excellent problem-solving and analytical skills.
• Outstanding customer service and communication skills, with the ability to interact professionally with users of all technical skill levels.
• Experience with IT ticketing systems (e.g., Jira Service Desk, ServiceNow).
• Ability to work independently and manage priorities effectively.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are highly desirable.
• Must be located in or able to commute to Nelspruit, Mpumalanga .

Benefits

• Our client offers a competitive salary package, commensurate with experience and skills.
• Comprehensive benefits include medical insurance, a retirement savings plan, and performance-based bonuses.
• Opportunities for professional development are provided through ongoing training, workshops, and potential for career advancement within the IT department.
• The work environment is stable and professional, fostering a strong team spirit.
• Paid time off and company holidays are standard.
• This role offers the chance to work with modern IT infrastructure and contribute to critical business operations in Nelspruit, Mpumalanga .