Help Desk Technician

Job Description

We are currently seeking a Help Desk Technician to join our team in Cape Town. In this role, you will be the first point of contact for customers seeking technical assistance over the phone, email, or in person. You will be responsible for troubleshooting issues, providing solutions, and ensuring optimal IT support for our users.

Responsibilities

• Handle incoming support requests and resolve basic to intermediate technical issues.
• Assist users with the use of software applications and troubleshoot problems.
• Document all interactions and resolutions in the help desk software.
• Conduct follow-up calls to ensure issues are resolved satisfactorily.
• Participate in continuous improvement initiatives for IT services.
• Support IT projects as required.
• Maintain inventory of IT equipment and assist with procurement.
• Perform other related duties as assigned.

Requirements

Education

• Bachelor's degree in Information Technology or related field

Experience

• 3+ years of experience in Help Desk or Technical Support

Technical Skills

• Mac OS
• ITIL Framework

Soft Skills

• Problem-solving
• Adaptability

Languages

• English: Fluent

Advantageous

• Experience with ticketing systems: Familiarity with software like Zendesk or JIRA for managing support requests.
• Familiarity with cybersecurity practices: Understanding of basic cybersecurity principles and practices.

Benefits

• Comprehensive health insurance.
• Flexible working hours.
• Opportunity to participate in training and upskilling programs.
• Employee discounts on IT products.

Company Culture

• Continuous Learning: We prioritize ongoing training and development opportunities for all employees.
• Collaborative Environment: Our culture fosters collaboration and teamwork across all departments.
• Work-Life Balance: We promote a healthy work-life balance to enhance employee well-being.