280 Helpdesk jobs in South Africa

We are looking for a Junior IT Help Desk.

Desktop Support.

- Answers, evaluates, and prioritizes logged requests for assistance from users requiring assistance with catalog of services requests.

- Logs and tracks calls using incident and problem management database provided through the service desk

- Handles problem recognition, research, isolation, resolution and follows up on routine user problems, referring more complex problems to the campus Senior ICT Support

Software and Hardware Installations and Support for Software and Hardware Installations.

- Installs desktop and laptop computers for use on campus with the relevant authorized software and completes the relevant documentation.

- Installs hardware and peripheral components such as monitors, keyboards, printers, and disk drives.

- Sets up and support for boardrooms or for training use.

- Conducts regular testing of the video conferencing and information technology equipment and fixes any problems with this equipment.

Information Technology Administrative Functions

- Liaises with service providers on information technology equipment and repairs and maintenance thereof.

- Administers assets by updating the hardware and software asset register that includes asset disposal.

- Administers licensing in the software license bank.

- Maintains the information technology store room, server room and office by keeping it neat and tidy and free of any health and safety risks.

- Trains and orients staff on use of hardware and software.

Requirements:

- Bachelor’s degree in IT, Computer Science, or a related field, or equivalent technical experience.

- English B1 with strong communication skills.

- 6 months to 1 year of experience in IT support or help desk environments.

- Basic understanding of networking, VPN, Active Directory, and endpoint security practices.

- CompTIA A+ or equivalent preferred.

- Strong problem-solving and organizational skills, attention to detail, ability to handle multiple tasks, and commitment to service excellence

- Availability for flexible work schedule, morning and nights shifts, Monday to Sunday (2 days off).

Minimum Years of Formal and Informal Experience

• Minimum 2 years’ experience in General Office Administration / Customer Service
• Minimum 2 years’ Call Centre experience
• Procurement and vendor management exposure
• Basic understanding of budgets and financial processes
• Advanced computer literacy (MS Word, Excel, PowerPoint)

Competencies

• Results-oriented
• Continuous learning
• Honesty and integrity
• Adaptable to change
• Strong team player
• Goal-oriented
• Time management
• Communication skills
• Strong attention to detail with financial data and procurement documents

Job Description / Responsibilities:

• Good verbal and written communication skills in English
• Excellent listening skills
• Ability to manage diversity and build strong vendor relationships
• Basic procurement and financial management principles
• Strong interpersonal skills
• Good understanding of customer service process

• Logging calls on helpdesk
• Number of incidents registered
• Allocating tasks
• Number of escalations for incidents not resolved in the agreed resolution time
• Call resolution & follow-up
• Average time for resolving incidents by the allocated technician

• Manage stock control of all fixed company assets via BASS (Asset Management System)
• Ensure all current assets are correctly recorded and new assets are added promptly
• Conduct bi-annual asset audits
• Prepare system reports, audit reports, findings, and implement corrective measures to address anomalies

• Assist with sourcing and procurement of IT equipment and services
• Ensure purchase orders and quotations are accurately prepared and tracked

• Build and maintain good vendor relationships
• Support the IT Manager in managing vendor performance and SLA adherence
• Follow up on RCA (Root Cause Analysis) reports from vendors for service-impacting incidents

• Prepare and process accurate quotations for IT-related purchases
• Ensure approvals align with procurement policies

• Support the IT Manager with tracking monthly budgets and actuals
• Provide explanations for variances
• Maintain accurate financial records and reports for audits or reviews
• Upload all vendor invoices onto the Fraxion platform for processing

Helpdesk Team Coordinator

Location: Observatory, Cape Town (On-site) Employment Type: Full-Time | Permanent Industry: IT Support / Technical Services / Helpdesk Management

Our client is a South African-based digital solutions provider focused on innovation through intelligent automation, data management, and customer-centric technologies. With a deep commitment to solving complex business challenges, they empower organisations to optimise performance and deliver measurable results through cutting-edge tech and tailored service delivery.

We are seeking an experienced Helpdesk Team Coordinator to join the technical support division. This role is pivotal in overseeing the day-to-day operations of the helpdesk, ensuring incoming support calls and tickets are efficiently managed and distributed to a team of approximately 10 technical agents.

The ideal candidate will have previous experience in a technical support environment and demonstrate strong leadership, communication, and organisational skills.

• Act as the primary point of contact for all incoming support requests via phone, email, chat, and ticketing systems.

• Assign and prioritise support tickets to the relevant technicians to ensure timely resolution.

• Monitor and escalate issues where necessary, recognising when advanced support is required.

• Document all user interactions, troubleshooting steps, and outcomes in the support system.

• Ensure follow-up with users until resolution, meeting compliance targets (e.g., 24h/48h check-ins).

• Maintain accurate daily/weekly reporting, including open tickets, SLA performance, and backlog summaries.

• Contribute to the creation and updating of internal knowledge base content such as FAQs and guides.

• Provide administrative support in collaboration with the Admin Assistant to ensure smooth operations.

• Proven experience in a technical support or helpdesk environment.

• Previous exposure to managing or coordinating a support team of 5 or more technicians.

• Excellent verbal and written communication skills.

• Strong organisational and time-management abilities.

• Proficiency with ticketing systems and support tools (e.g., Freshdesk, Zendesk, Jira, etc.).

• A proactive attitude with a client-centric approach.

• Ability to remain calm under pressure and manage multiple priorities.

• A strong, assertive presence with a collaborative and empathetic leadership style.

• High attention to detail and a commitment to quality and timely delivery.

• Grade 12
• Computer Literate Microsoft Outlook/Word/Excel (Essential)
• A+ would be advantageous.
• N+ would be advantageous.
• MCSE
• 5 years Helpdesk Tech would be advantageous.
• General knowledge of desktop hardware and software
• Own vehicle - Advantageous
• Valid SA drivers license - Advantageous
• Cisco would be advantageous
• Microsoft 365 Fundamentals Advantageous
• ITIL certification Advantageous

• Manage the business relationship with the client to ensure mutual trust & open communication
• Attend to calls and performs incident specific activities as directed by the Call Planners
• Performs preventative maintenance activities on certain products as directed
• Perform hardware and software installations
• Takes routine service calls and performs basic maintenance and support.
• Responsible for troubleshooting, installing, maintaining and hardware break-fix
• Provides technical support to customer in solving technical problems that occur during the installation
• Uses technical knowledge along with standard tools to diagnose, troubleshoot and resolve incidents
• Provide shift end report either verbally or written to leadership team, include any outstanding issues, escalations, or concerns to ensure all parties are aware
• Maintain SLA requirements (both internal and external)
• Ensure accurate completion of job cards
• Work independently without supervision

• Excellent written and verbal Skills
• Positive attitude and ethical
• Excellent organisation skills
• Excellent analytical and problem-solving skills
• An ability to work to tight deadlines and within constraints
• Understanding of the billing / payment cycle
• Ability to multi- task
• Good Listening skills
• Team player
• Ability to perform under pressure
• Able to work independently and be self-disciplined

MAIN FUNCTIONS OF THE JOB

Technical Support

• Troubleshoots and resolves IT issues for staff and customers to maintain operational efficiency.
• Installs, configures, and upgrades software and hardware to ensure compatibility with existing systems.
• Maintains and updates documentation on IT processes and issues to ensure accurate records are kept.
• Monitors IT systems and networks to detect and mitigate potential issues.
• Respond promptly to user inquiries via phone, email, and helpdesk system.
• Guide users through step-by-step solutions, either in person or remotely.

Customer Service

• Communicates with staff and customers to provide timely updates and resolutions to their IT queries.
• Educates users on best practices for IT system usage and security to prevent future issues.
• Logs and tracks all incidents and requests to ensure a comprehensive support history.
• Professional demeanour and positive attitude.

System Maintenance

• Performs routine maintenance and updates on IT systems to ensure optimal performance.
• Collaborates with the IT team to implement system improvements and upgrades.
• Ensures compliance with IT policies and procedures to maintain data security and integrity.

Reporting

• Generates and analyses reports on IT support activities to identify trends and areas for improvement.
• Provides feedback to the IT Helpdesk Manager on recurring issues and potential solutions.

QUALIFICATIONS

• Diploma or Degree in Information Technology, Computer Science, or a related field
• Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are advantageous

PREFERRED EXPERIENCE

• Minimum of 2-3 years in an IT support role, preferably within the banking industry
• Experience with IT service management tools and systems

KNOWLEDGE

• Understanding of IT support processes and best practices
• Familiarity with banking IT systems and software
• Knowledge of cybersecurity principles and data protection

The role of Tier 2 Helpdesk Agents is to provide advanced customer support, serving as the first and second line of contact for customers. This includes handling escalations from Tier 1 Agents, conducting advanced troubleshooting, and occasionally acting as the shift team leader. The support provided covers issues related to customer internet connectivity, emails, routers, network hardware, and occasionally Voice over IP (VOIP) services. Helpdesk Agents assist customers through various communication channels and utilize Citi-Tech's ticketing and tracking systems. Any unresolved issues are appropriately escalated. There are opportunities for career progression within Citi-TEch for Tier 2 Helpdesk Agents, leading to positions such as Helpdesk Team Leader, Network Engineer, and Team Leader in the Network Operations Centre (NOC) or Field Operations.

Key Performance Areas would include, but are not limited to:

Customer support:

• Provide first and second call resolution support to customers via telephone, WhatsApp, web chat, remote desktop, and email, including escalations from Tier 1 Agents.
  
• Offer advanced customer support for mid-level technical questions, such as local system setup, network issues, data standards compliance, and applying technical solutions with established methods.
  
• Assist walk-in clients when necessary.
  
• Screen incoming calls, redirect them to the appropriate departments, and accurately record and relay messages when needed.
  
• Log requests via our ticketing system, manage the ticket queue for optimal support, and provide regular updates on ticket status.
  
• Strive to resolve issues permanently on the first call and within the same day, including regular feedback to customers (minimum hourly and no less than daily).
  
  

Troubleshooting and monitoring:

• Use analytical troubleshooting and problem research techniques to gather information and determine the nature of faults, distinguishing between customer-side and WAN faults.
  
• Utilize troubleshooting tools such as tracert, ping, bandwidth tests, and Route This.
  
• Monitor the network using Zabbix.
  
• Escalate calls promptly to the appropriate person or team (Team Leader or Technical, NOC, RF, Fibre, or Field Ops teams) when unable to resolve the issue.
  
• Identify trends in incoming calls, issues, and support requests and promptly escalate them to the Team Leader.
  

Internal/network faults:

• Identify network issues through information gathering and troubleshooting, such as uplink problems, fibre PON failures, wireless tower failures, and escalate them through the ticketing system to the NOC.
  
• Remotely assist Field Technicians with troubleshooting, configuration, and service credentials.
  
• Contribute to the development of wireless infrastructures and provide recommendations for system enhancements.
  

Team support:

• Support the development, training, and upskilling of Tier 1 Agents.
  
• Act as a shift team leader, when assigned, to ensure smooth operations and optimal customer support during each shift.
  
• Assist Helpdesk Teams by addressing ticket backlogs when required.
  
• Adhere to and contribute to internal technical documentation and knowledge base.
  
• Regularly report on ad-hoc data capturing requests related to specific projects or assignments.
  
• Collaborate with the team to improve customer support.
  
• Stay updated with industry trends and technologies and share knowledge with the team.
  
• Familiarize oneself with department policies and standard operating procedures (SOPs).
  
• Learn and effectively use company software programs and tools.
  
• Attend and actively participate in team meetings.
  
  
  

• Analytical skills.
  
• Ability to work independently.
  
• Strong customer service skills.
  
• Ability to work quickly and effectively under pressure.
  
• Problem-solving skills.
  
• Time management skills.
  
• Technical aptitude.
  
• Good communication skills (both written and verbal).
  
• Previous experience at an ISP is advantageous.
  
• Basic understanding of PC hardware setup and configuration is advantageous.
  
• 1-year experience with Wireless/Routers is advantageous.
  
• 1-year experience in a Call Centre is advantageous.
  
• Knowledge and understanding of TCP/IP, DNS, DHCP, routers, and switches is essential.
  

• Grade 12 / Senior Certificate.
  
• N+ & A+ certification (Advantageous).
  

The role of the Helpdesk Agent is to provide support to clients through various channels such as telephone, WhatsApp, and email, addressing internet connectivity issues (both customer-side and WAN-side), as well as providing assistance with e-mails, routers, and network-related queries on Mikrotik, Cambium, and Ubiquiti hardware.

Key Performance Areas would include, but are not limited to:

• Provide first-line support to customers, including handling initial calls from users.
  
• Strive for first-call resolution whenever possible.
  
• Determine if faults are on the customer-side or WAN-side.
  
• Offer basic to intermediate troubleshooting for customer-side faults.
  
• Assist with password changes, usage reports, and general product information.
  
• Provide remote support to customers using AnyDesk.
  
• Escalate tickets to Tier 2 Helpdesk Agents when Tier 1 Agents cannot resolve them.
  
• Log tickets for all client queries and escalate as necessary, closing tickets when resolved.
  
• Address basic customer queries, including general inquiries, non-technical questions, password recovery, website navigation assistance, basic troubleshooting, and procedural "how-to" questions.
  
• Provide clients with general information regarding their Wireless/Fibre service.
  
• Screen incoming calls, redirect calls, and take messages accurately.
  
• Check Microsoft Teams and WhatsApp for any callback requests.
  
• Ensure timely feedback is provided to clients.
  
• Assist walk-in clients when applicable.
  
• Report data captured per request from the Manager on a weekly/daily basis.
  
• Report repeat issue cases to the Manager.
  
  
  

• Analytical skills.
  
• Ability to work independently.
  
• Strong customer service skills.
  
• Ability to work quickly and effectively under pressure.
  
• Problem-solving skills.
  
• Time management skills.
  
• Technical aptitude.
  
• Good communication skills (both written and verbal).
  
• Previous experience at an ISP is advantageous.
  
• Basic understanding of PC hardware setup and configuration is advantageous.
  
• 1-year experience with Wireless/Routers is advantageous.
  
• 1-year experience in a Call Centre is advantageous.
  
• Knowledge and understanding of TCP/IP, DNS, DHCP, routers, and switches is essential.
  

• Grade 12 / Senior Certificate.
  
• N+ & A+ certification (Advantageous).