187 IT Helpdesk jobs in South Africa

About MCI

MCI is a dynamic Business Information Systems Consulting firm and an equal opportunity employer. Our clients operate in a range of industries including banking, financial services, manufacturing, fast moving consumer goods and recruitment throughout Africa and the Middle East. Our service offering includes project management, software implementation, product development across various platforms, and including e-commerce solutions.

We strive to be the best at what we do, and to achieve this we need people on our team who have commitment, drive, and a positive attitude that helps deliver winning results.

Role

The ideal candidate for this role will be responsible for resolving customer queries by providing telephone and electronic query resolution services. You will need to provide an exceptional customer experience to ensure customer retention.

Activities will include:

Provide an exceptional customer experience

• Appropriately manage all customer queries via phone and email;
• Ensure a polite, friendly, efficient and professional service is provided at all times;
• Take responsibility for all calls by ensuring that advice is always given in the customer’s best interests;
li>Ensure all calls are resolved per SLA guidelines.

Resolve customer queries effectively and efficiently

• Attend to logged customer queries in line with query resolution principles established by the company;
• Contact customers in order to gain information, provide feedback and follow through on resolving and tracking their queries;
• Report issues and variances that affect customer queries to management and other departments, ensuring that unresolved queries are escalated appropriately;
• Improve the customer experience and service delivery by providing excellent verbal and written customer service;
• Escalate more complex issues to the relevant account manager or technical team;
• Adhere and meet all service level agreement targets.

• Grade 12 / Matric or Equivalent qualification;
• IT Qualification;
• SQL Reporting Services (nice to have).

Applicants must be eligible to work in the Republic of South Africa.

Skills and Qualifications

• Minimum of 2-3 years Customer Software Support experience
• Effective communication skills (verbal and written);
• Must be literate in:
• Microsoft 365 Office Suite
• Jira Helpdesk or Similar Helpdesk tools
• Excellent telephone etiquette;
• Excellent technical skills;
• Excellent problem-solving abilities.

MCI Consultants are people who are:

• Ambitious team players, but can work independently;
• Courageous and passionate;
• Able to take on challenges with a sense of urgency;
• Focused, with a strong desire for self-improvement;
• Dynamic and progressive in their thinking;
• Ethical and responsible;
• Professional, trustworthy and keen.

Our client is a dynamic Business Information Systems Consulting firm and an equal opportunity employer. They operate across a range of industries including banking, financial services, manufacturing, fast-moving consumer goods, and recruitment throughout Africa and the Middle East. Their service offering includes project management, software implementation, product development across various platforms, as well as e-commerce solutions.

They strive to be the best at what they do, and to achieve this, they seek individuals who bring commitment, drive, and a positive attitude that contribute to delivering winning results.

The ideal candidate for this role will be responsible for resolving customer queries by providing telephone and electronic query resolution services. You will need to provide an exceptional customer experience to ensure customer retention.

Skills and Qualifications

MCI Consultants are people who are:

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).

We are recruiting for a Senior Helpdesk Support Engineer.

Customer Service

• Receive calls from senior customer engineer/help desk.
• Verify/identify problems with help desk.
• Contact users to get clarity on problems and troubleshoot.
• Provide telephonic support to users if possible.

• Train users on how to use IT equipment.

• Undertake maintenance and repairs on damaged and repairable hardware.
• Report on uneconomical repairs.

• Provide daily operations support and maintenance for network and telephone infrastructure (1st line support).
• Proactively monitor network and telephone infrastructure to provide stable, dependable services, by working with specialists.

• Respond to remote/satellite customer call-outs (hardware, software, and network calls).
• Provide telephone infrastructure (1st line support).
• Travel to and from customer locations (usually by car), documenting work activity and maintaining administrative paperwork.

• Undertake audits of hardware and software assets.

• Keep abreast of trends in hardware and software developments.

• Contribute to the preparation and submission of Regulation reports.
• Aid in the development of functional reporting systems, for management, project, or performance reporting.

• Bachelor’s Degree/Advanced Diploma in Information Technology related qualification.
• Relevant 4 years’ experience in a system support environment.

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

• 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