Remote IT Helpdesk Analyst | First-Line Troubleshooter

Placements24; Vereeniging; Hybrid; ZAR 180,000 - 260,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Professional development

Job summary

Placements24 is seeking a diligent Helpdesk Support Analyst to join our distributed team working remotely from home. You will be the first point of contact for end-users, diagnosing and resolving a wide array of IT issues to minimize productivity disruption.

The role emphasizes strong troubleshooting, clear communication, and the ability to work independently in a remote setup. Familiarity with ServiceNow or Jira and a home workspace are advantageous for success.

Qualifications

• Proven experience as a Helpdesk Analyst or similar role.
• Strong knowledge of hardware, software and OS (Windows, macOS).
• Experience with IT ticketing systems (ServiceNow, Jira).
• Excellent problem-solving and analytical skills.
• Outstanding communication and interpersonal skills.
• Ability to work independently in a remote setup.

Responsibilities

• Provide technical assistance for computer systems, software, and hardware.
• Respond to requests via phone, email, chat, or ticketing system.
• Diagnose and resolve hardware and software issues.
• Install, modify, and repair computer hardware/software.
• Guide customers through problem-solving steps.
• Escalate urgent issues to IT manager as needed.
• Track system performance and troubleshooting efforts.
• Maintain IT inventory and supplies.
• Create and maintain IT documentation and knowledge base articles.

Skills

Helpdesk experience

Troubleshooting

Windows/macOS

ServiceNow/Jira

Communication

Remote work

IT certifications

Home workspace

Internet connectivity

Education

CompTIA A+

ITIL Foundation

Tools

ServiceNow

Jira

Job description

Placements24 is seeking a diligent Helpdesk Support Analyst to join our distributed team working remotely from home. You will be the first point of contact for end-users, diagnosing and resolving a wide array of IT issues to minimize productivity disruption.

The role emphasizes strong troubleshooting, clear communication, and the ability to work independently in a remote setup. Familiarity with ServiceNow or Jira and a home workspace are advantageous for success.