IT Helpdesk Agent

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Deliver first-level assistance for issues related to hardware, software, and user accounts.

• Record, monitor, and resolve requests in the helpdesk ticketing system.

• Reset user passwords and oversee user access management through Active Directory.

• Refer complex problems to second-level support for further assistance.

• Document resolutions and enhance the internal knowledge base.

• Serve as the primary point of contact for IT-related concerns within a UK-based team.

⛳️ Requirements

• Proficient in Active Directory and user account management.

• Background in a first-level IT support or helpdesk environment.

• Comfortable diagnosing common hardware and software issues.

• Dependable home internet connection and a quiet workspace for UK working hours.

• Ability to communicate clearly when explaining solutions to non-technical users.

• Familiarity with remote support tools is an advantage.

• Experience using ticketing systems like Zendesk or Freshdesk is a plus.

• Possession of a relevant IT certification is considered beneficial.

🏝️ Benefits

• Permanent employment opportunity.

• Fully remote work arrangement.

• Work hours from 09:00 to 17:00 UK time (11:00 to 19:00 SAST).

• Opportunities for advancement into second-line support roles.