Support Desk Agent - WhatJobs Direct (Nelspruit)

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Medical aid

Retirement fund

Paid time off

Hybrid work arrangement

Training opportunities

Friendly team

Job summary

Placements24 in South Africa's Mpumalanga is seeking an energetic Support Desk Agent to join their Nelspruit office. This hybrid role combines in-office and remote work, offering variety and growth in technical support for clients using our software and systems.

You will log, prioritize and resolve a wide range of user issues, guiding users through step-by-step solutions, documenting interactions, and contributing to knowledge base articles to improve service quality.

Qualifications

• 1+ year of experience in helpdesk or IT support.
• Familiarity with Windows operating systems and common software applications.
• Basic understanding of networking concepts (TCP/IP, DNS, Wi-Fi).
• Excellent communication and listening skills with the ability to convey technical information clearly.
• Strong problem-solving and analytical abilities.

Responsibilities

• Provide frontline technical support to users via phone, email, and ticketing system.
• Log, categorize, and prioritize incoming support requests.
• Troubleshoot and resolve basic to intermediate hardware, software, and network issues.
• Guide users through step-by-step solutions for common technical problems.
• Install, configure, and update software applications on user devices.
• Manage user accounts and access permissions as required.
• Escalate unresolved issues to senior support staff or relevant departments.
• Document support interactions, resolutions, and create knowledge base articles.
• Maintain a high level of customer service and user satisfaction.
• Assist with IT asset management and inventory tracking.
• Participate in team meetings and contribute to service improvement initiatives.

Skills

Tech support

Windows OS

Networking basics

Ticketing system

Communication

Troubleshooting

Time management

Education

High school diploma

Tools

Helpdesk software

Job description

About the Role

Our client, a growing business solutions provider, is seeking an energetic and helpful Support Desk Agent to join their team in **Nelspruit, Mpumalanga**. This role is the first point of contact for clients experiencing technical difficulties or requiring assistance with our software and systems. You will be responsible for logging, prioritizing, and resolving a wide range of user issues, ensuring prompt and effective support. The ideal candidate possesses strong communication skills, a patient demeanor, and a keen ability to troubleshoot common technical problems. This hybrid role offers the flexibility to work both in the office and remotely, based in **Nelspruit**. It's an excellent opportunity to build a career in technical support within a supportive and growing company.

Key Responsibilities

• Provide frontline technical support to users via phone, email, and ticketing system.


• Accurately log, categorize, and prioritize incoming support requests.


• Troubleshoot and resolve basic to intermediate hardware, software, and network issues.


• Guide users through step-by-step solutions for common technical problems.


• Install, configure, and update software applications on user devices.


• Manage user accounts and access permissions as required.


• Escalate unresolved issues to senior support staff or relevant departments.


• Document support interactions, resolutions, and create knowledge base articles.


• Maintain a high level of customer service and user satisfaction.


• Assist with IT asset management and inventory tracking.


• Participate in team meetings and contribute to service improvement initiatives.

Requirements

• Previous experience (1+ years) in a helpdesk, IT support, or similar customer-facing technical role.


• Familiarity with Windows operating systems and common software applications.


• Basic understanding of networking concepts (TCP/IP, DNS, Wi-Fi).


• Excellent communication and listening skills, with the ability to convey technical information clearly.


• Strong problem-solving and analytical abilities.


• Ability to multitask and manage time effectively in a fast-paced environment.


• Proficiency with helpdesk ticketing systems.


• High school diploma or equivalent; IT certifications (e.g., CompTIA A+) or a relevant diploma are advantageous.


• Must be able to work from our **Nelspruit, Mpumalanga** office for hybrid arrangements.


• A proactive attitude towards learning and resolving technical challenges.

Benefits

• Competitive salary and potential for annual performance bonuses.


• Medical aid and retirement fund benefits.


• Paid time off and company holidays.


• Hybrid work arrangement offering a flexible schedule.


• Opportunities for ongoing training and skill development in IT support.


• A friendly and collaborative team atmosphere.


• Exposure to various technologies and client environments.


• Convenient office location in **Nelspruit**.