IT Help Desk Specialist – 1st Line Support & Customer Service

Advtech; Gauteng; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Advtech in South Africa seeks an IT Help Desk agent to provide first-line support for hardware and software, log issues, and coordinate rapid responses to restore normal operations. You will assist users, manage calls within SLA, and escalate where needed.

Candidates should have IT degree or diploma, relevant IT training, and 2–3 years of experience in customer-focused tech support. Shift-based service, including Weekdays, Saturdays, Sundays, and remote troubleshooting, is required.

Qualifications

• IT degree or diploma and IT background with customer experience.
• Matric and A+/N+ Certification essential.
• 2–3 years relevant experience.

Responsibilities

• Logs calls on Service Desk within SLA, accurately populating all call details.
• Performs remote troubleshooting through diagnostic techniques and pertinent questions.
• Classifies, prioritises & assigns all logged calls.
• Provides accurate information on IT products or services.
• Logs and administers incidents, problems, change requests & service requests.
• Resolves logged calls if possible or advises caller of escalation.
• Follows up and updates calls on Service Desk.

Skills

Customer service

Troubleshooting

Communication skills

Education

IT Degree or Diploma

Matric + A+/N+ Certification

2-3 years relevant experience

Job description

Advtech in South Africa seeks an IT Help Desk agent to provide first-line support for hardware and software, log issues, and coordinate rapid responses to restore normal operations. You will assist users, manage calls within SLA, and escalate where needed.

Candidates should have IT degree or diploma, relevant IT training, and 2–3 years of experience in customer-focused tech support. Shift-based service, including Weekdays, Saturdays, Sundays, and remote troubleshooting, is required.