Helpdesk Support Analyst - Randburg

Placements24; Randburg; Hybrid; ZAR 167,000 - 234,000; Full time

Benefits offered by this job

Medical aid

Provident fund

Training opportunities

Hybrid work model

Job summary

Placements24 in Randburg is seeking a skilled Helpdesk Support Analyst to join its IT team. You will provide first and second-level support, diagnose hardware, software and network issues, and maintain workstation configurations in a hybrid in-office/remote model.

The role requires strong communication, proactive problem-solving, and thorough documentation in the helpdesk system. Certifications like CompTIA A+ or Network+ are assets.

Qualifications

• Experience in a helpdesk or technical support role.
• Familiarity with Windows and macOS environments.
• CompTIA A+ or Network+ certifications are a plus.

Responsibilities

• Provide first and second-level support via phone, email, and ticketing system.
• Diagnose and resolve hardware, software, and network issues.
• Install, configure, and maintain workstations and peripherals.
• Document incidents and solutions in the helpdesk system.
• Escalate unresolved issues with detailed information.

Skills

Analytical skills

Communication skills

Problem-solving

Time management

Education

CompTIA A+

CompTIA Network+

Tools

Ticketing software

Remote support tools

Job description

About the Role

Our client is seeking a skilled and motivated Helpdesk Support Analyst to join their IT department, serving clients primarily from the Randburg area. This role is crucial for providing timely and effective technical support to end-users, ensuring the smooth operation of our IT infrastructure. The ideal candidate will possess strong diagnostic abilities, excellent communication skills, and a proactive approach to problem-solving. You will be responsible for troubleshooting hardware, software, and network issues, responding to support requests, and maintaining IT systems. We are looking for an individual who is passionate about technology, dedicated to providing exceptional service, and eager to contribute to a collaborative team environment. This position offers a fantastic opportunity to enhance your IT skills and career within a reputable organization. The role requires a balance of in-office presence for collaborative tasks and potential remote flexibility.

Key Responsibilities

Provide first and second-level technical support to end-users via phone, email, and ticketing system. Diagnose and resolve hardware, software, and network-related issues promptly. Install, configure, and maintain workstations, laptops, and peripherals. Manage user accounts, permissions, and access rights. Assist with the deployment and maintenance of software applications. Document support incidents, solutions, and technical procedures in the helpdesk system. Escalate unresolved issues to senior IT staff or specialized teams with detailed information. Proactively monitor IT systems and identify potential problems. Assist in maintaining IT inventory and asset management. Contribute to the development and improvement of IT support processes and knowledge base.

Requirements

Proven experience in a helpdesk or technical support role. Solid understanding of computer hardware, operating systems (Windows, macOS), and common applications. Familiarity with network concepts and troubleshooting basic network connectivity. Experience with helpdesk ticketing software and remote support tools. Excellent problem-solving and analytical skills. Strong communication and interpersonal skills, able to explain technical issues clearly to non-technical users. Ability to work independently and manage time effectively in a fast-paced environment. Relevant IT certifications (e.g., CompTIA A+, Network+) are a strong asset. A customer-focused approach and a commitment to user satisfaction. Willingness to work in a hybrid model, balancing office and remote work as required.

Benefits

Our client offers a competitive salary package, including contributions towards medical aid and a provident fund. We invest in our employees' growth through ongoing training programs and opportunities for skill development. This role provides exposure to a diverse range of IT challenges and technologies. The hybrid work model offers flexibility and promotes a healthy work-life balance. Employees benefit from a supportive team environment and access to modern IT resources. Standard annual leave and other statutory benefits are included.