Job Title: Help Desk Associate
Job Type: Full-time
Salary: R12 000 P/M
Location: Cape Town, Western Cape, 8000, South Africa
Job Summary
We are seeking a proactive and customer-focused Help Desk Associate to provide technical support to our employees and clients. The Help Desk Associate will be responsible for handling support tickets, troubleshooting issues, and ensuring timely resolution. This role requires strong communication skills, technical expertise, and a commitment to delivering excellent customer service.
Responsibilities
Provide first-level support for software, hardware, and network issues by responding to queries via email, phone, or in person
Diagnose and troubleshoot technical issues, guiding users through problem-solving steps
Escalate complex issues to senior IT staff when necessary
Document issues and solutions in the support ticketing system for tracking and reporting
Assist with software installations, updates, and configurations on user devices
Maintain and update IT documentation, guides, and support resources for end-users
Manage user accounts and permissions, ensuring security and compliance
Provide guidance and support on using company software and tools to enhance productivity
Collaborate with the IT team to improve processes and user satisfaction
Requirements
Grade 12; a certification in IT or a related field is a plus
Proven experience in a help desk or technical support role preferred
Proficiency with Windows and Mac OS, Microsoft Office Suite, and basic network troubleshooting
Excellent communication skills and ability to explain technical issues to non-technical users
Strong problem-solving abilities with attention to detail
Customer service-oriented with the ability to stay calm under pressure
Familiarity with support ticketing systems and remote support tools
Ability to prioritize tasks and manage time effectively
Application Deadline: December 04, 2024
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