Helpdesk Support Analyst - Klerksdorp Hub

Placements24; Klerksdorp; On-site; ZAR 180,000 - 260,000; Full time

Benefits offered by this job

Competitive salary based on experience

Structured training and development

Pension fund contribution

Paid sick and annual leave

Team social events

Job summary

Placements24 is seeking a diligent Helpdesk Support Analyst to join their IT team in Klerksdorp, North West. You will be the first point of contact for users, resolving hardware, software, and network issues while guiding customers through solutions and best practices.

You will document all actions, assist with account management, and contribute to knowledge base articles to improve user experiences across the region.

Qualifications

• Minimum 2 years in an IT helpdesk or technical support role.
• Proficiency with Windows 10/11 and Microsoft Office Suite.
• Familiarity with TCP/IP, DNS, DHCP concepts.
• Experience with ticketing systems and remote support tools.
• Excellent communication and customer-focused service.

Responsibilities

• Respond to and resolve technical support requests via phone, email, and ticketing system.
• Diagnose and troubleshoot hardware, software, and network issues with timely solutions.
• Install and maintain computer hardware, software, printers, and peripherals.
• Assist users with login issues, password resets, and access permissions.
• Escalate complex issues to senior IT staff when needed.
• Document all support activities and resolutions in the helpdesk system.
• Create and manage user accounts and system access privileges.
• Assist with deployment and setup of new computer systems.
• Develop and update IT support documentation and knowledge base articles.
• Provide basic end-user training on software applications and IT best practices.

Skills

First-line support

Troubleshooting

Customer communication

Team collaboration

Documentation

Education

A+ or IT qualification

Tools

Ticketing system

Remote support tools

Windows 10/11 proficiency

Job description

About the Role

Our client, a leading IT services provider, is seeking a diligent and technically adept Helpdesk Support Analyst to join their established team in Klerksdorp, North West. This role is critical for providing first-line technical support to internal staff and external clients, ensuring the smooth operation of IT systems and resolving technical issues efficiently. You will be the first point of contact for users experiencing technical difficulties, offering solutions and guidance across various hardware and software platforms. This position is ideal for individuals with a strong foundation in IT support, excellent communication skills, and a customer-centric approach within the North West region. We are looking for proactive problem-solvers who are committed to delivering high-quality support and contributing to a positive user experience. Join a dynamic team in a growing company that values technical expertise and employee development.

Key Responsibilities

• Respond to and resolve technical support requests from end-users via phone, email, and ticketing system.
• Diagnose and troubleshoot hardware, software, and network issues, providing timely and effective solutions.
• Install, configure, and maintain computer hardware, software, printers, and other peripherals.
• Assist users with login issues, password resets, and access permissions.
• Escalate complex technical issues to senior IT staff or specialized support teams when necessary.
• Document all support activities, resolutions, and user interactions accurately in the helpdesk system.
• Create and maintain user accounts and manage system access privileges.
• Assist with the deployment and setup of new computer systems and equipment.
• Develop and update IT support documentation, user guides, and knowledge base articles.
• Provide basic training to end-users on software applications and IT best practices.

Requirements

• Minimum of 2 years of experience in an IT helpdesk or technical support role.
• Proficiency in troubleshooting common operating systems (Windows 10/11) and Microsoft Office Suite.
• Familiarity with network concepts (TCP/IP, DNS, DHCP) and basic hardware troubleshooting.
• Experience with ticketing systems and remote support tools.
• Excellent communication and interpersonal skills, with the ability to explain technical information clearly.
• Strong analytical and problem-solving abilities.
• Ability to work independently and collaboratively within a team environment.
• Customer-focused attitude with a commitment to providing high-quality service.
• Reside in or be willing to commute to Klerksdorp, North West .
• A relevant IT qualification (e.g., A+, N+) is highly regarded.

Benefits

• Competitive annual salary based on experience.
• Opportunity to work with a variety of technologies and systems.
• Structured training and professional development programs.
• A stable and supportive work environment.
• Contribution to a pension fund.
• Paid sick leave and annual leave.
• Exposure to diverse IT challenges within the region.
• Potential for career advancement to senior support roles.
• Team social events.
• Performance-based recognition.