We are seeking a proactive and customer-focused Junior IT Helpdesk Support professional to join our IT team. For this role, we require someone who is great at organising, providing assistance, communicating, following up and resolving tickets. The successful candidate will assist with logging, updating and resolving tickets through the helpdesk portal and provide first level support to end-users through MS Teams, other remote tools, telephone, email or in-person.
What you’ll do:
- Monitor Helpdesk daily from 08:30 – 16:30.
- First response to all tickets within 30 minutes from time logged.
- Provide first line support to most or where applicable.
- Escalate to senior members of the team where required.
- Follow-up with end-users and team members on outstanding information.
- Ensure resolution is captured on the ticket before closing.
- All tickets are to be assigned, changed in status and must be assigned a priority.
- Requests and Incidents sent via email or received by telephone should be logged.
- Key SLA metrics should be adhered to at all times.
- Other tasks assigned or requested by the IT Manager.
Your expertise:
- 2 years’ experience in a similar role.
- Basic troubleshooting and fault finding skills.
- Understanding Windows 10 and Mac operating systems.
- Basic knowledge of Windows Server and Active Directory.
- Basic understanding of WAN LAN technologies.
- Basic understanding of O365 (MS Teams, SharePoint, Exchange Online, MS App Suite).
- Knowledge on Dell and MAC laptops and printer hardware.
- Exposure to Microsoft Azure (Advantageous).
- Exposure to CRM Dynamics (Advantageous)
- Must be fluent in English Afrikaans.
Qualifications required:
- Matric
- A+ N+
- ITIL Foundations (advantageous)
- Cloud Computing (Advantageous)
Other information applicable to the opportunity:
- Permanent Position
- Location: Cape Town, Mowbray
Desired Skills:
- Adaptability
- Authenticity
- Partnership
- Ingenuity
- Mastery