Helpdesk Support Specialist

Placements24; Klerksdorp; On-site; ZAR 180,000 - 280,000; Full time

Benefits offered by this job

Competitive salary

Skill development and career growth

Exposure to a variety of IT challenges

Collaborative team environment

Training and resources

Job summary

WhatJobs Direct in Klerksdorp, North West, seeks a dedicated Helpdesk Support Specialist to deliver first-line IT support. The role focuses on responding to user requests, diagnosing issues, and escalating complex problems to senior staff as needed.

You will troubleshoot hardware, software, and network problems, configure desktops, manage user accounts, and maintain support records. Onsite work is required with some potential remote tasks based on project needs.

Qualifications

• Proven experience in a helpdesk or technical support role.
• Strong knowledge of Windows operating systems and common business applications (e.g., Microsoft Office Suite).
• Experience with troubleshooting hardware, software, and network connectivity issues.
• Excellent communication, interpersonal, and customer service skills.
• Familiarity with remote support tools and ticketing systems (e.g., Jira Service Desk, ServiceNow).
• Ability to work independently and manage multiple priorities effectively.
• High school diploma or equivalent required; IT certifications (e.g., CompTIA A+, ITIL Foundation) are advantageous.
• Demonstrated ability to explain technical concepts to non-technical users.
• A proactive approach to identifying and resolving potential IT issues.
• Must be able to work onsite in Klerksdorp, North West.

Responsibilities

• Respond to and resolve user-reported issues via phone, email, and helpdesk ticketing system.
• Provide technical assistance for hardware, software, and network problems.
• Install, configure, and troubleshoot desktop operating systems and applications.
• Manage user accounts and permissions.
• Escalate unresolved issues to appropriate senior technical staff.
• Maintain accurate records of support requests and resolutions.
• Assist in the creation and maintenance of helpdesk documentation and knowledge base articles.
• Perform routine system checks and preventative maintenance.
• Provide basic training and guidance to end-users on IT best practices.
• Ensure timely resolution of tickets to meet service level agreements (SLAs).

Skills

Windows OS

Microsoft Office

Remote support tools

Ticketing systems

Customer service

Time management

Education

High school diploma or equivalent

IT certifications (advantageous)

Tools

Jira Service Desk

ServiceNow

Job description

About the Role

Our client, WhatJobs Direct, is looking for a dedicated and proficient Helpdesk Support Specialist to join their team in Klerksdorp, North West. This role is pivotal in providing first-line technical support and assistance to users, ensuring the smooth operation of IT systems and services. The ideal candidate will possess strong technical troubleshooting skills, excellent communication abilities, and a customer-centric approach. You will be responsible for responding to user requests, diagnosing and resolving technical issues, and escalating complex problems to higher-level support teams when necessary. We value individuals who are proactive, detail-oriented, and committed to delivering timely and effective solutions. This position offers a dynamic work environment where you can utilize your technical expertise to make a significant impact. While the role is based in Klerksdorp, North West, there may be an opportunity for some remote work depending on specific project needs and team structure. We encourage applications from individuals who are eager to learn and grow within the IT support field. You will be an integral part of a team dedicated to maintaining operational efficiency and supporting the technological needs of the organization.

Key Responsibilities

• Respond to and resolve user-reported issues via phone, email, and helpdesk ticketing system.
• Provide technical assistance for hardware, software, and network problems.
• Install, configure, and troubleshoot desktop operating systems and applications.
• Manage user accounts and permissions.
• Escalate unresolved issues to appropriate senior technical staff.
• Maintain accurate records of support requests and resolutions.
• Assist in the creation and maintenance of helpdesk documentation and knowledge base articles.
• Perform routine system checks and preventative maintenance.
• Provide basic training and guidance to end-users on IT best practices.
• Ensure timely resolution of tickets to meet service level agreements (SLAs).

Requirements

• Proven experience in a helpdesk or technical support role.
• Strong knowledge of Windows operating systems and common business applications (e.g., Microsoft Office Suite).
• Experience with troubleshooting hardware, software, and network connectivity issues.
• Excellent communication, interpersonal, and customer service skills.
• Familiarity with remote support tools and ticketing systems (e.g., Jira Service Desk, ServiceNow).
• Ability to work independently and manage multiple priorities effectively.
• High school diploma or equivalent required; IT certifications (e.g., CompTIA A+, ITIL Foundation) are advantageous.
• Demonstrated ability to explain technical concepts to non-technical users.
• A proactive approach to identifying and resolving potential IT issues.
• Must be able to work onsite in Klerksdorp, North West.

Benefits

• Competitive salary.
• Opportunities for skill development and career advancement.
• Exposure to a variety of IT challenges.
• A supportive and collaborative team environment.
• Company-provided training and resources.
• Access to standard employee benefits.