IT Helpdesk Agent

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

📋 Description

• Deliver first-line assistance for hardware, software, and account-related issues.

• Record, monitor, and resolve support tickets in the helpdesk system.

• Reset passwords and manage user access through Active Directory.

• Refer complex issues to second-line support for further assistance.

• Document solutions and update the internal knowledge base accordingly.

• Act as the initial point of contact for IT issues within a UK team.

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

• Participate in a brief recorded video interview if selected.

• Facilitate the introduction of successful candidates to the UK employer.

⛳️ Requirements

• Proven experience with Active Directory and user account management.

• Background in first-line IT support or helpdesk roles.

• Proficiency in troubleshooting common hardware and software issues.

• Reliable home internet connection and a quiet environment for UK-hours work.

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

• Familiarity with remote support tools is a plus.

• Experience with ticketing systems such as Zendesk or Freshdesk is advantageous.

• Possession of a relevant IT certification is preferred.

• Stable internet connection and a dedicated quiet workspace are essential.

🏝️ Benefits

• Permanent employment opportunity.

• Fully remote work from anywhere within South Africa.

• Elimination of commuting.

• Full-time role with a single UK employer.

• Potential for advancement into second-line support.

• Consistent UK-hours work schedule (09:00–17:00 UK time / 11:00–19:00 SAST).

• Transparent hiring process and direct introduction to the employer.