Senior Helpdesk Analyst - Remote IT Support & Mentoring

Placements24

Bloemfontein

Hybrid

ZAR 320,000 - 520,000

Full time

4 days ago

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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.