Helpdesk Support Officer

Placements24; LegKraal Gate; Hybrid; ZAR 90,000 - 180,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work arrangement

Training & professional development

Supportive team environment

Company benefits package

Job summary

Placements24 is seeking a proactive Helpdesk Support Officer to join the team in Mahikeng, North West. The role is hybrid, balancing on-site presence with remote work to ensure reliable IT support for employees.

You will diagnose and resolve hardware, software, and network issues, log requests, and escalate complex problems to senior staff or vendors. Strong Windows knowledge and customer service skills are essential.

Qualifications

• Experience in IT Helpdesk or technical support role.
• Strong knowledge of Windows operating systems and common office applications.
• Familiarity with network troubleshooting and hardware components.
• Experience with helpdesk software and remote support tools.
• Excellent problem-solving and diagnostic skills.
• Good communication and interpersonal skills, with a friendly and patient demeanor.

Responsibilities

• Provide first-level technical support to end-users via phone, email, and in-person.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Diagnose and resolve technical issues related to operating systems, applications, and network connectivity.
• Log all support requests and resolutions accurately in the helpdesk ticketing system.
• Escalate complex or unresolved issues to senior IT support staff or vendors.
• Assist with user account management, including creation and password resets.
• Develop and maintain IT documentation, including user guides and troubleshooting procedures.
• Perform regular system checks and preventative maintenance tasks.
• Educate users on IT best practices and system usage.
• Contribute to the continuous improvement of helpdesk services and processes.

Skills

Problem-solving

Communication

Multitasking

Customer service

Teamwork

Education

High school diploma

IT certificate/diploma

CompTIA A+ certification

Tools

Helpdesk software

Remote support tools

Job description

About the Role

Our client is seeking a proactive and technically adept Helpdesk Support Officer to join their team in Mahikeng, North West. This role is essential for providing reliable IT support to employees, ensuring smooth operation of all IT systems and resolving technical issues efficiently. You will be the first line of support, diagnosing and rectifying hardware, software, and network problems. This position operates on a hybrid model, offering a blend of remote work flexibility and necessary on-site presence at our Mahikeng office. If you are skilled in troubleshooting and possess excellent customer service abilities, this role is an excellent career step.

Key Responsibilities

• Provide first-level technical support to end-users via phone, email, and in-person.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Diagnose and resolve technical issues related to operating systems, applications, and network connectivity.
• Log all support requests and resolutions accurately in the helpdesk ticketing system.
• Escalate complex or unresolved issues to senior IT support staff or vendors.
• Assist with user account management, including creation and password resets.
• Develop and maintain IT documentation, including user guides and troubleshooting procedures.
• Perform regular system checks and preventative maintenance tasks.
• Educate users on IT best practices and system usage.
• Contribute to the continuous improvement of helpdesk services and processes.

Requirements

• Proven experience in an IT Helpdesk or technical support role.
• Strong knowledge of Windows operating systems and common office applications.
• Familiarity with network troubleshooting and hardware components.
• Experience with helpdesk software and remote support tools.
• Excellent problem-solving and diagnostic skills.
• Good communication and interpersonal skills, with a friendly and patient demeanor.
• Ability to manage multiple tasks and prioritize effectively.
• Relevant IT certifications (e.g., CompTIA A+) are advantageous.
• High school diploma or equivalent; a certificate or diploma in IT is preferred.
• Willingness to work a hybrid schedule, including on-site requirements in Mahikeng, North West.

Benefits

• Competitive salary.
• Hybrid work arrangement offering flexibility.
• Comprehensive training and professional development.
• Supportive team environment.
• Access to company benefits package.