Remote Helpdesk Analyst

Placements24; LegKraal Gate; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Competitive salary

Fully remote work

Health and wellness benefits

Learning and IT certifications

Collaborative remote team

Job summary

Placements24 is seeking a highly skilled Remote Helpdesk Analyst to join its IT support team. This fully remote role supports employees across the organization, troubleshooting hardware, software, and networking issues from a home office.

You will respond to tickets, guide users through solutions, document steps, and escalate unresolved problems. The ideal candidate has IT certifications and strong communication and problem-solving skills.

Qualifications

• Proven experience as a Helpdesk Analyst or IT Support Technician.
• Strong knowledge of Windows and macOS, plus basic networking.
• Proficiency with remote support tools and ticketing systems.
• Matriculation certificate; IT certifications are highly desirable.

Responsibilities

• Provide technical support and troubleshooting for end-user hardware, software, and network issues via remote tools.
• Respond to helpdesk tickets, phone calls, and emails in a timely and professional manner.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Guide users through step-by-step solutions to technical problems.
• Document all troubleshooting steps, resolutions, and user interactions accurately in the ticketing system.
• Escalate unresolved issues to appropriate IT teams and follow up to ensure resolution.

Skills

Analytical thinking

Problem-solving

Communication

Interpersonal skills

Education

Matriculation certificate

CompTIA A+

Network+

Tools

Remote support tools

Ticketing systems

Job description

About the Role

Our client is seeking a highly skilled and motivated Remote Helpdesk Analyst to join their expanding IT support team. This fully remote position allows you to provide essential technical assistance to employees across the organization, troubleshooting hardware, software, and network issues from your home office. You will be instrumental in ensuring smooth IT operations and maintaining employee productivity. This role is perfect for an independent problem-solver with a passion for technology and a commitment to delivering exceptional remote support.

Key Responsibilities

• Provide technical support and troubleshooting for end-user hardware, software, and network issues via remote tools.
• Respond to helpdesk tickets, phone calls, and emails in a timely and professional manner.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Guide users through step-by-step solutions to technical problems.
• Document all troubleshooting steps, resolutions, and user interactions accurately in the ticketing system.
• Escalate unresolved issues to appropriate IT teams and follow up to ensure resolution.

Requirements

• Matriculation certificate or equivalent; IT certifications (e.g., CompTIA A+, Network+) are highly desirable.
• Proven experience as a Helpdesk Analyst, IT Support Technician, or similar role.
• Strong knowledge of operating systems (Windows, macOS), common office applications, and basic networking concepts.
• Proficiency with remote support tools and ticketing systems.
• Excellent analytical and problem-solving skills.
• Superior communication and interpersonal skills for effective remote interaction.

Benefits

• Competitive salary commensurate with experience and skills.
• Fully remote work arrangement, offering significant flexibility.
• Comprehensive health and wellness benefits package.
• Opportunities for continuous learning and professional IT certifications.
• A collaborative remote team environment with regular virtual team meetings.