Technical Helpdesk Analyst

Placements24; Stellenbosch; On-site; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Competitive salary

Career growth

On-site Stellenbosch

Job summary

Placements24 is seeking a proficient Technical Helpdesk Analyst to join its Stellenbosch team. You will provide frontline IT support to end-users, diagnose hardware, software and network issues, and document solutions in the knowledge base.

The ideal candidate has at least 3 years in a technical helpdesk, strong Windows and macOS skills, experience with Jira Service Desk or Zendesk, and a proactive approach to problem resolution.

Qualifications

• 3+ years in a technical helpdesk or IT support role.
• Strong knowledge of Windows and macOS operating systems.
• Experience with hardware, software, and basic network troubleshooting.
• Familiarity with Jira Service Desk or Zendesk.
• Excellent problem-solving and communication skills.

Responsibilities

• Provide first-level technical support for hardware, software, and network issues.
• Diagnose and troubleshoot problems using diagnostic tools and methodologies.
• Escalate complex issues to senior staff when necessary.
• Install, configure, and maintain computer hardware and software.
• Document all support activities and maintain IT knowledge base.

Skills

Windows

macOS

Troubleshooting

IT Ticketing

Communication

Customer service

Independent work

Education

CompTIA A+ or equivalent

Tools

Jira Service Desk

Zendesk

Job description

About the Role

Our client, a dynamic technology firm, is seeking a proficient Technical Helpdesk Analyst to join their team in Stellenbosch, Western Cape . This role is essential for providing frontline technical support to end-users, diagnosing and resolving a wide range of IT issues to ensure smooth operations. You will be a critical point of contact for technical assistance, troubleshooting hardware, software, and network problems. This is a superb opportunity for an IT professional eager to grow their skills in a fast-paced and innovative environment within a company that values technical expertise and employee development. We aim to provide seamless technological support, and the Helpdesk Analyst plays a pivotal role in achieving this objective. If you are a skilled problem-solver with excellent communication abilities and a dedication to providing outstanding IT support, The position requires a methodical approach to problem resolution.

Key Responsibilities

• Provide first-level technical support to end-users for hardware, software, and network-related issues.
• Diagnose and troubleshoot technical problems using diagnostic tools and methodologies.
• Escalate complex issues to senior technical staff or specialized teams when necessary.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Respond to helpdesk tickets and user requests in a timely and efficient manner.
• Document all support activities, solutions, and system configurations.
• Maintain and update the IT knowledge base with troubleshooting steps and resolutions.
• Assist with user account management, including setup and password resets.
• Provide basic training to users on software applications and IT best practices.
• Ensure adherence to IT policies and procedures, including security protocols.

Requirements

• Minimum of 3 years of experience in a technical helpdesk or IT support role.
• Strong knowledge of Windows and macOS operating systems.
• Experience with troubleshooting hardware, software, and basic network connectivity issues.
• Familiarity with IT ticketing systems (e.g., Jira Service Desk, Zendesk).
• Excellent problem-solving and analytical skills.
• Good communication and customer service skills, with the ability to explain technical concepts clearly.
• Ability to work independently and manage multiple priorities effectively.
• Relevant certifications such as CompTIA A+ or equivalent are highly advantageous.
• Experience with mobile device support is a plus.
• A proactive and detail-oriented approach to IT support.

Benefits

• Competitive salary commensurate with experience.
• Opportunities for career advancement and skill development in a growing tech company.
• A stimulating work environment in Stellenbosch, Western Cape .
• Exposure to a variety of IT technologies and platforms.
• Contribution towards further IT certifications and training.