Senior Helpdesk Analyst (Remote)

Placements24; Bloemfontein; Hybrid; ZAR 320,000 - 520,000; Full time

Benefits offered by this job

Remote work

Medical, dental, and vision insurance

Paid time off and holidays

Learning and certifications

Collaborative remote culture

Job summary

Placements24 in South Africa is seeking a Senior Helpdesk Analyst to join our fully remote support team servicing clients in Welkom and surrounding areas. You will provide advanced technical support, resolve complex IT incidents, and mentor junior staff.

The role emphasizes diagnosing complex issues, maintaining documentation, and ensuring incidents are resolved within SLAs. The ideal candidate has strong OS knowledge, experience with Zendesk/Jira Service Desk, and IT certifications.

Qualifications

• 3–5 years in a helpdesk or technical support role.
• Strong knowledge of Windows and macOS, and common applications.
• Experience with remote support tools and ticketing systems (Zendesk, Jira Service Desk).
• Analytical problem-solver with a methodical approach.
• Ability to work autonomously in a remote setting.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are valued.

Responsibilities

• Provide Tier 2 and Tier 3 technical support remotely for hardware, software, and network issues.
• Diagnose and resolve complex user incidents with minimal disruption.
• Develop and maintain technical documentation and FAQs.
• Train and mentor junior helpdesk staff on best practices.
• Manage and track tickets to ensure SLA-compliant resolutions.
• Contribute to IT infrastructure improvements.

Skills

Windows/macOS

Remote support

Ticketing systems

Analytical thinking

Autonomous work

IT certifications

Tools

Zendesk

Jira Service Desk

Job description

About the Role

Our client is actively seeking an experienced Senior Helpdesk Analyst to join their fully remote support team, servicing clients in and around Welkom. This pivotal role involves providing advanced technical support, resolving complex IT issues, and mentoring junior support staff. You will be responsible for maintaining the smooth operation of IT systems and ensuring prompt resolution of incidents for end-users. This is an excellent opportunity for a seasoned IT professional who thrives on complex problem-solving and wants to make a significant impact within a distributed, technology-driven organization.

Key Responsibilities

• Provide Tier 2 and Tier 3 technical support for hardware, software, and network issues remotely.
• Diagnose and resolve complex user incidents, ensuring minimal disruption to operations.
• Develop and maintain technical documentation, including troubleshooting guides and FAQs.
• Train and mentor junior helpdesk staff on best practices and technical procedures.
• Manage and track support tickets, ensuring timely and effective resolution within SLAs.
• Contribute to IT infrastructure improvement initiatives and recommend solutions.

Requirements

• Minimum of 3-5 years of experience in a helpdesk or technical support role.
• Strong understanding of operating systems (Windows, macOS), common applications, and network protocols.
• Experience with remote support tools and ticketing systems (e.g., Zendesk, Jira Service Desk).
• Excellent analytical and problem-solving skills with a methodical approach.
• Ability to work autonomously and manage workload effectively in a remote setting.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are highly valued.

Benefits

• Highly competitive salary commensurate with experience.
• Full remote work flexibility, allowing you to work from anywhere.
• Comprehensive medical, dental, and vision insurance plans.
• Generous paid time off and company holidays.
• Opportunities for continuous learning and professional certifications.
• A collaborative and innovative remote work culture.