Remote Helpdesk Analyst - IT Support

Placements24; Centurion; Hybrid; ZAR 180,000 - 280,000; Full time

Benefits offered by this job

Competitive salary and remote work Arr

Medical aid and life insurance

Generous annual leave and holidays

Home office stipend for internet and設備

Professional development support

Retirement annuity

Wellness programs

Job summary

Placements24 seeks a dedicated Remote Helpdesk Analyst to join a fully remote IT support team. You will diagnose and resolve a wide range of IT issues for a distributed workforce across South Africa.

The role requires strong communication, analytical skills, and experience with Windows, macOS, AD, and Office 365. Remote work is supported with a focus on security, documentation, and collaboration.

Qualifications

• Experience as a Helpdesk Analyst or IT Support Specialist.
• Strong knowledge of Windows and macOS.
• Experience with Active Directory and Office 365.
• Ability to explain technical concepts to non-technical users.

Responsibilities

• Provide remote technical support for hardware, software, and network issues.
• Troubleshoot desktops, laptops, mobiles, and peripherals.
• Assist users with software installations, configurations, and updates.
• Manage user accounts, permissions, and access controls.
• Respond to helpdesk tickets promptly and document all activities.
• Identify trends and suggest preventative measures.
• Collaborate with IT team on projects and system improvements.
• Ensure compliance with IT security policies and procedures.

Skills

Problem solving

Communication

Analytical thinking

Independent work

Education

IT certifications (CompTIA A+, Network+, ITIL Foundation)

Tools

Zendesk

Jira Service Desk

Remote desktop tools

Office 365

Job description

About the Role

Our client is seeking a dedicated and technically proficient Remote Helpdesk Analyst to join their fully remote IT support team. This is a critical role focused on providing comprehensive technical assistance to employees across the organization. As a fully remote position, you will leverage advanced remote support tools to diagnose and resolve a wide array of IT issues, ensuring minimal disruption to productivity. The ideal candidate will possess strong analytical skills, a proactive mindset, and excellent communication abilities, enabling them to effectively support users from diverse technical backgrounds. We are committed to fostering a remote-first work environment that values collaboration, continuous learning, and employee well-being. You will play a key part in maintaining the health and efficiency of our client's IT infrastructure and supporting its distributed workforce. This role offers a fantastic opportunity to grow your IT career in a flexible and dynamic setting.

Key Responsibilities

• Provide remote technical support for hardware, software, and network issues experienced by employees.
• Troubleshoot and resolve issues related to desktop computers, laptops, mobile devices, and peripherals.
• Assist users with software installations, configurations, and updates.
• Manage user accounts, permissions, and access controls within the IT environment.
• Respond to helpdesk tickets in a timely manner, prioritizing urgent requests.
• Document all support activities, resolutions, and system changes accurately.
• Create and maintain IT documentation, user guides, and knowledge base articles.
• Identify trends in IT issues and recommend preventative measures or solutions.
• Collaborate with other IT team members on projects and system improvements.
• Ensure compliance with IT security policies and procedures.

Requirements

• Proven experience working as a Helpdesk Analyst, IT Support Specialist, or similar role.
• Strong understanding of Windows and macOS operating systems.
• Proficiency with Microsoft Office Suite and common business applications.
• Experience with Active Directory, Office 365, and network troubleshooting.
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Familiarity with remote desktop tools and ticketing systems (e.g., Zendesk, Jira Service Desk).
• Ability to work independently and manage multiple tasks effectively in a remote environment.
• Relevant IT certifications (e.g., CompTIA A+, Network+, ITIL Foundation) are a plus.
• Must have a reliable high-speed internet connection and a dedicated workspace.

Benefits

• Competitive salary and remote work arrangements.
• Opportunity to work from any approved location in **South Africa**.
• Comprehensive medical aid and life insurance.
• Generous annual leave and paid holidays.
• Professional development and certification support.
• Home office stipend for internet and equipment.
• A supportive and collaborative remote IT team.
• Retirement annuity contribution.
• Access to employee wellness programs.
• Be part of a forward-thinking, technology-driven company.