6 It helpdesk technician Jobs and Work in Cape Town Western Cape

IT Helpdesk Technician
Stowe Holdings (PTY) LTD —Cape Town, Western Cape
- R9 000 - R9 500 a month
- Full-time
Quick Apply
IT Helpdesk Technician
Overseas Administration Management —Epping, Western Cape
Quick Apply
GAP: Helpdesk Technician
Futuregrowth —Southern Suburbs, Western Cape
- Part-time
IT Support Officer
Merchant West Holdings —Cape Town, Western Cape
Service Desk Systems Technician L2
Stowe Holdings (PTY) LTD —Cape Town, Western Cape
- R8 000 - R10 000 a month
Quick Apply
8d
Remote Systems Analyst (L2)
FusionTek —Cape Town, Western Cape
- R300 000 - R350 000 a year
- Full-time
- Remote
Quick Apply
8d

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IT Helpdesk Technician
Stowe Holdings (PTY) LTD —Cape Town, Western Cape
Adhere to internal ticketing protocol by capturing all required details. Effectively identify and resolve issues related to back-office systems.
R9 000 - R9 500 a month
Quick Apply

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IT Helpdesk Technician

Stowe Holdings (PTY) LTD -
Cape Town, Western Cape

Quick Apply

Job Details

Permanent | Full-time
R9 000 - R9 500 a month

Full Job Description

Stowe Holdings is looking for a skilled and customer-focused IT Helpdesk Technician to join our growing IT team. This role is ideal for someone with strong troubleshooting abilities, excellent communication skills, and experience supporting business IT environments.

As an IT Help Desk Technician, you will provide advanced technical support, resolve escalated issues, maintain client infrastructure, and work closely with our Level 1 technicians and senior engineers to deliver outstanding service.

KEY RESPONSIBILITIES

LOGGING AND MANAGEMENT OF LINE 2 TICKETS (20%)

Logging all relevant tickets on the ticket logging system.
Prioritize tickets based on urgency and impact on user.
Study existing knowledge base and make constant improvements of customer service.
Accurately categorize tickets-based severity level and manage till resolution, remaining cognizant of the SLA.
Adhere to internal ticketing protocol by capturing all required details.
Ensure incident communication trails are captured on the ticket throughout all stages.
Regularly update pending list
Identify duplication in requests and mitigate repetition.
Escalate repeat incidents to team leader.
Make regular contact with clients, keeping them abreast of tickets.

TECHNICAL SUPPORT (40%)

Offer first and second and level technical support and provide step-by-step guidance to customers.
Share collated closure email to vendors where necessary.
Adhere to determined SLAs based on the internal severity matrix.
Effectively identify and resolve issues related to back-office systems.
Collaborate with Line 1 Teams to assess network stability and conduct a hand back/route the tickets to the relevant support groups.
Apply effective diagnostic process to resolve issues.
Participate in co-ordination of site visits by internal resolvers and third parties where necessary.

TELEPHONIC AND EMAIL CORRESPONDENCE (20%)

Effectively correspond with customers through email and telephonic channels.
Pursue information regarding ticket resolution ensuring the customer is provided with regular updates on progress.
Actively assist in the improvement of the diagnostic guides.
Identify and flag trends in incidents and contribute to initiative-taking resolution.

SYSTEM MANAGEMENT AND PERFORMANCE OPTIMIZATION (10%)

Address any potential issues swiftly and effectively.
Flag any identified threats with Field Services Technicians or escalate to Team Leader.
Ensure optimal functionality of support applications at all times.
Act as a resource for knowledge sharing, training, and mentoring junior staff and fellow Systems Technicians.
Efficiently manage multiple projects concurrently, ensuring they are executed within specified timelines.

PROFESSIONAL DEVELOPMENT (5%)

Attend routine refresher training sessions and coaching to stay updated on internal best practices.
Continuously improve technical knowledge and skills.

COLLABORATION (5%)

Collaborated with internal resolvers and third parties to resolve system-related challenges.
Ensure effective communication and teamwork

COMPETENCIES/SKILLS REQUIRED

Attention to detail.
Customer orientation
Email etiquette
Prioritizing and multitasking
Initiatives and Self-motivation
Interpersonal relationships
Professionalism
Good written and verbal Communication skills
Good time-management
Technical skills

MINIMUM REQUIREMENTS

Relevant certifications such as CompTIA A+ N+
Degree/ Diploma in IT or equivalent advantageous
Minimum of 2-3 years of experience as a Help Desk Technician or related positions in call centers, customer service, or IT.
Familiarity with operating systems and software management.
Proficiency in troubleshooting techniques.
Valid South Africa ID

Work Location: In person

Pay: R9 000,00 - R9 500,00 per month

Work Location: In person

Quick Apply

Refine Your Search

it helpdesk technician jobs in cape town western cape

IT Helpdesk Technician

IT Helpdesk Technician

GAP: Helpdesk Technician

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Service Desk Systems Technician L2

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