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We have an opening for a Help Desk Consultant in our Customer Support Department.

If you think you have what it takes, you can apply for this position that is based at our Head Office in Parklands, Cape Town.

As a Help Desk Consultant, your responsibilities will be to assist our end-users in logging calls, troubleshooting and escalating calls to the relevant departments. The vital part of your work involves you knowing the basics of hardware and software troubleshooting. The key success criteria for this role are a combination of excellent written and verbal communication skills as well as a can-do attitude.

This position is for you if you are punctual, reliable and consider yourself a team player. You will enjoy it if you perform well under pressure and thrive in problem-solving environment. We welcome applications from IT graduates with A+ and N+ certification, however we'll consider candidates with experience only too!

Our clients are in the retail industry, we support them beyond 8:00 to 17:00. The team works shifts of 8 hours between( 6:30 - 23:00), standby and overtime can be required from time to time.

This is a great opportunity to kick start your career at Spinnaker Software.

Job Title:

Helpdesk Support Technician

Location:

Umhlanga, Durban, Kwa-Zulu Natal

Department:

IT

About the Role:

We're looking for a proactive, people centered Helpdesk Support Technician to be the first point of contact for all IT support needs. You'll triage and resolve end user issues, keep our devices healthy and secure, and help us maintain a tidy, well documented IT environment. The role is designed for someone starting their IT career with strong troubleshooting instincts and a willingness to learn.

Key Responsibilities:

• Helpdesk & Triage

Log, prioritise and resolve tickets from Freshdesk; escalate to Tier2/3 when needed; keep users informed and close tickets with clear notes.

• Microsoft 365 (Entra ID/Azure AD) Fundamentals

Create/disable users, assign and adjust licenses, password & MFA resets, basic distribution list/Group management, mailbox configuration.

• Endpoint Setup & Support

Prepare and deploy Windows 10/11 devices, Mobile devices, apply compliance baselines, install approved software, troubleshoot performance and application issues.

• Security Hygiene

Assist with Microsoft Defender alerts, safe links/attachments issues, and basic patching/updates; report suspicious activity promptly.

• Network & Peripheral Basics

Firstline troubleshooting for WiFi, VPN, DNS/DHCP symptoms, printers/scanners, VoIP handsets and meeting rooms.

• Business Apps Support

Provide first line support for internal systems by following SOPs and escalating complex issues to product owners.

• Morning Operational Checks

Run the daily Microsoft Lists checklist during the first hour; log outcomes/notes; notify the IT manager in Teams once all checks are complete.

• Onboarding/Offboarding

Setup accounts, prepare devices, join users to required groups/Teams/SharePoint libraries/Domains; collect and wipe devices on exit.

• Asset & Stock Management

Keep inventory up to date; manage spares/loaners; label and track equipment.

• Planned Maintenance

Participate in occasional afterhours changes, rollouts, or testing windows.

• Access Control

Low level understanding of access control for occasional installations.

• CANCOM related Products

Looking after CANCOM Products from Hardware to software.

What You'll Need (Minimum)

• 1–3 years of IT support experience
• Solid grasp of Windows 10/11, Microsoft 365 apps (Outlook, Teams, OneDrive), and basic PC hardware.
• Solid Grasp of Android Operating systems
• Clear, friendly communication skills (written and verbal) with a customer first mindset.
• Structured troubleshooting approach and good ticket quality.
• Keep tickets clear, complete, up to date.
• Basic understanding of ITIL concepts (incidents, requests, SLAs).
• Driver's licence and ability to visit nearby branches when required.

Nice to Have (Advantageous)

• Exposure to Entra ID/Azure AD, Exchange Online, Microsoft Defender or any AV alternatives.
• CompTIA A+ N+
• Experience with a ticketing system (e.g., Freshdesk, Zendesk, JSM).
• Basic networking fundamentals (IP, DNS, DHCP, VPN).
• Access Control knowledge and hardware experience

Success Indicators (KPIs)

• SLA adherence (first response and resolution times) and CSAT feedback.
• Ticket quality (clear notes, root cause recorded, appropriate categorisation).
• Reduction in repeat incidents through Knowledge Base contributions and user education.
• Reliable completion of daily morning checks and accurate reporting of issues.
• Neat asset records and zero surprise device handovers during onboarding/offboarding.

People Skills & Behaviours (what we're looking for)

• Customer empathy & patience – listens without interrupting, acknowledges impact, stays calm with frustrated users.
• Clear, plain-English communication – explains steps simply, avoids jargon, confirms understanding ("teach-back").
• Ownership & follow-through – takes responsibility, sets realistic ETAs, gives proactive updates until closure.
• Prioritisation & time management – applies impact/urgency, balances the queue, asks for help early.
• Team collaboration – clean handovers, shares fixes in the knowledge base, supports colleagues during spikes.
• Adaptability & learning mindset – picks up new tools quickly, incorporates feedback, documents learnings.
• De-escalation & professionalism – manages tone, offers alternatives, knows when/how to escalate.
• Security awareness – validates identity before changes, handles data discreetly, follows SOPs.
• Documentation discipline – writes concise, useful ticket notes and knowledge base articles.
• Reliability – punctual, consistent with daily checks and SLA commitments.

How to Apply

Interested candidates are invited to submit their CV and a brief cover letter to

Please include "Helpdesk Support Technician" in the subject line.

Tsebo Facilities Solutions is currently looking for a Help desk operator to serve as the first point of contact. To ensure swift and accurate resolution or escalate as needed. uphold high service standards contributing to smooth operations and staff satisfaction.

As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients reduced costs, risk and complexities together with increased quality, efficiency and productivity. We specialise in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, Engineering, Remote Camps, and more. Developing our people – the heart of Tsebo – is the foundation of our purpose. The result is a knowledgeable workforce that is in touch with every nuance of our clients' needs. DOWNLOAD OUR ONE-PAGER to find out more about who we are in a nutshell.

Response to calls & Enquiries

• Answer all helpdesk related calls within the agreed SLA time
• Respond and address all email queries as they arise according to client agreed processes and protocols
• Address any walk-in client requests
• Answer calls and take messages when required
• Radio any urgent calls to the cleaning and maintenance teams as received.

Log Calls

• Log calls accurately on the system, ensuring the pertinent details are captured correctly and accurately. Including but not limited to caller details, fault details, location details.
• Ensure the calls are categorised to the correct service type.
• Ensure the calls are prioritised according to the SLA requirements.
• Ensure the calls are assigned to the correct team / subcontractor for action.
• Ensure that all the updates provided by the FM team are captured and the status of the call is updated.
• Follow up on the call list daily to ensure the calls remain in SLA time.
• Close calls when required.
• Question the caller to establish the actual call requirements and ensure the most accurate detail is captured to assist the team to complete the call timorously.
• Log all PPM calls as per the PPM list and ensure these are assigned correctly.
• Familiarise yourself with the safety requirements with specific tasks and ensure the correct documentation is sent with calls which are assigned to ensure compliance.
• Support the Maintenance planner with any work order requirements where required.

Caller Interaction

• Respond to callers within the defined response time.
• Provide feedback on job progress and ensure the caller is kept updated on the progress.
• Escalate any issues as required.
• Handle all enquiries / calls in a polite, friendly and professional manner.
• Handle difficult callers with respect and diplomacy.
• Escalate difficult callers to the relevant Manager when necessary.
• Establish a good working relationship with client and contractors

Reports

• Daily, Weekly, Monthly reports to be generated and distributed as per the report matrix as well as adhoc reports requested by the client and management.
• Client satisfaction reports to be generated. Ensure that 5% of calls logged are surveyed and responses recorded.

• Satisfaction qualification
• Must enjoy working in a rigid time bound environment
• Must be customer focused, and service driven
• Must be friendly
• Positive and motivated attitude (go getter)
• Bilingual
• Helpdesk Operator Experience
• Knowledge of an Accounting Package, Switchboard system, telephone etiquette & MS Packages
• Knowledge of a Helpdesk Package
• Knowledge and understanding of SLA
• High degree of computer literacy (MS Word, Power Point, Excel)
• Excellent Communication Skills and Relationship Management Skills
• Excellent report writing skills
• Customer Service Skills
• Problem solving and Analytical Skills
• Financial and business acumen

• Matric
• Contact Centre/ Customer Service Certificate
• 1 - 2 years experience
• Contact Centre/ Customer Service Certificate
• Experience with Infor EAM V11 an advantage
• Experience with Remedy an advantage
• Catering knowledge advantageous
• Facilities Experience advantageous

Job Application Window

06/08/ /11/2025

• BSc Agric or Equivalent
• Valid Driver’s License
• Experience in Animal Production will be an advantage
• Excellent communication skills
• Good computer literacy

• Manage genetic programs
• Production management
• Cost management
• Technical support
• Key Accounts Management
• Customer service & support
• Admin and reporting
• Semen marketing and sales
• Market analysis and strategy
• Software support

Job Description
iStore is the home of everything Apple, and Africa's largest Apple Premium Reseller. With a retail footprint of more than 30 physical and online stores across Africa that provide expert advice, Apple Authorised Repairs, Business, Education, training and technical support for anything and everything Apple.

The iStore Technical Support Technicians are a combination of technically strong individuals with great people skills.

Your role would be to provide technical support to the iStore customers, through trouble shooting, resolving technical issues and software support. You will also provide training and assistance to iStore customers when required as well as exceptional and professional quality support service.

You Need To Have

• Completed Matric and IT qualification (minimum A+/N+)
• Experience in Helpdesk/1st Line Support

The right person for this role is someone with

• Tenacity, that demonstrating enthusiasm and urgency, as well as striving for excellence, when it comes to achieving results and dealing with challenges
• Conflict Management, Managing complexity, disagreement, and conflict effectively and smoothly
• Situational Awareness, Understanding the situation, demonstrating the right attitude, and taking timely action
• Learning and Development, Open, motivated, and proactively seek learning and development opportunities

Apply today

Apply

Goodwood Help Desk Technician

Legal requirements: Must be a South African Citizen with a clean criminal background and ITC (no bad debt) - checks will be done on shortlisted applicants.
Appointment: Permanent, full-time position
Salary: R20 000 – R25 000 CTC per month
Benefits: Provident Fund and December Bonus
Working hours: Monday – Friday from 08:00 to 17:00

Qualifications and or Experience:

• More than 2 years' experience with configuring and setting up IT of systems.
• Matric with Mathematics
• L1 LAN Network (Basic)
• L1 Wireless Network (Basic)
• L1 WAN Network (Basic)
• L1 Phones & Printers (Basic)
• L1 Remote support (Basic)
• L1 Office 365 (Basic)
• L1 Active Directory (Basic)
• L1 Microsoft infrastructure skills (Basic)
• L1 Hardware & Software maintenance (Basic).
• Good understanding of Microsoft Environment
• Client interaction experience
• Desktop Support
• Basic Endpoint Security

Job Purpose:

• Support of users new and established systems (Vision, Back-up, Workstations, basic network, Printing and Microsoft applications).
• Support of IT hardware infrastructure at Cape town Distribution Centre and Cape Branch Offices.
• Technical Knowledge Hardware and Software Deployment and Trouble Shooting.
• Excellent Troubleshooting skills with rapid resolution.
• IT Hardware and Software Support.
• Assist Operational Team with WMS, Office 365, antivirus and windows support at Head Office.
• Assist operational team to with branch office POS and Back Office (Vision Pro, Antivirus, Backup and Windows) support.
• Update and Maintain Asset Register and user configuration on windows, Office365, POS, Uniclox.
  Implement and follow through IT infrastructure and applications at Head Office.
• Ability to take ownership of an ICT problem or project from beginning to completion.
• ICT Infrastructure Monitoring.
• IT Record keeping and documenting.
• Planned change control knowledge.
• Implementation of network, Microsoft and security standards.
• Provide support to Head Office, GW store end users where required.

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