3 Helpdesk agent Jobs and Work in Gauteng

Service Desk Agent- 24x7 IT Helpdesk Support
Pink Elephant —Woodmead, Gauteng
- Temporary
Quick Apply
4d
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Hire Hangar —Johannesburg, Gauteng
- Remote
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Salesforce Developer (Service Cloud and AI Implementations)
RIB Software GmbH —Centurion, Gauteng
- Full-time

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Service Desk Agent- 24x7 IT Helpdesk Support

Pink Elephant
Woodmead, Gauteng

Quick Apply

Job Details

Temporary
4 days ago

Full Job Description

The Service Desk Agent is responsible for providing first-level technical support to end users in a 24x7 IT support environment. This role involves diagnosing and resolving hardware, software, network, and application-related issues while ensuring excellent customer service and timely resolution of incidents and service requests. The Service Desk Agent serves as the primary point of contact for all IT-related inquiries and escalates complex issues to appropriate support teams when necessary. This is a 12- months role.

Key Responsibilities

Technical Support

Provide first-line IT support via phone, email, chat, and ticketing systems.
Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, VPN, email, and business applications.
Support Microsoft Windows, MacOS, iOS, Microsoft 365, Active Directory, and common enterprise applications.
Log, categorize, prioritize, and track incidents and service requests in Service Now.
Perform password resets, account unlocks, and user account administration.
Escalate unresolved issues to Level 2/3 support teams following defined procedures.
Monitor system alerts and respond to incidents in a timely manner.

Customer Service

Deliver professional and customer-focused support to all users.
Communicate technical information clearly to non-technical users.
Maintain regular updates with users regarding ticket status and resolution timelines.
Ensure adherence to Service Level Agreements (SLAs).

Operations & Documentation

Maintain accurate documentation of incidents / requests, troubleshooting steps, and resolutions.
Contribute to knowledge base articles and standard operating procedures.
Participate in shift handovers to ensure continuity of support in a 24x7 environment.
Follow IT security policies, compliance standards, and operational procedures.

Required Qualifications

Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
1–3 years of experience in IT Helpdesk or Service Desk support.
Basic understanding of networking concepts, operating systems, and enterprise applications.
Familiarity with ticketing systems such as ServiceNow, Jira, or similar.
Knowledge of Microsoft Windows, MacOS, iOS/Android, SharePoint, Zoom, Active Directory and Intune.
Familiarity with remote control tools such as LogMeIn, GoTo Resolve, or similar.
Familiarity with MFA (Duo, Authenticator)

Required Skills

Strong troubleshooting and problem-solving abilities.
Excellent verbal and written communication skills.
Strong customer service orientation.
Ability to multitask and work under pressure.
Willingness to work rotating shifts, weekends, holidays, and overnight schedules.
Ability to work independently and collaboratively within a team.

Preferred Certifications

CompTIA A+
Microsoft Certified Fundamentals

Work Environment

24x7 shift-based support environment.
May require rotational on-call support.
Hybrid or onsite work depending on organizational requirements.

Key Performance Indicators (KPIs)

First Call Resolution (FCR)
SLA compliance
Ticket resolution time
Customer satisfaction scores (CSAT)
Incident backlog management

Application Question(s):

Are you aware that this is a 12-month contract?
What is your currently employed/ unemployed?
What is your current salary?
What is your expected salary?
What is your notice period?

Work Location: In person

Quick Apply

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helpdesk agent jobs in gauteng

Service Desk Agent- 24x7 IT Helpdesk Support

Customer support specialist - AI Assisted

Salesforce Developer (Service Cloud and AI Implementations)

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