Help Desk Agent
Job Overview We are seeking a motivated and technically minded Help Desk Agent to provide first-line support to our users and clients. This fully remote role is ideal for someone who is patient, analytical, and passionate about resolving issues quickly and effectively.
Key Responsibilities
Respond to and resolve inbound support tickets, emails, and calls within agreed SLA timeframes Diagnose and troubleshoot technical and non-technical issues reported by users Log, track, and update all support requests accurately in the helpdesk system Escalate unresolved issues to second-line support or relevant teams with clear documentation Guide users through step-by-step solutions in a clear and friendly manner Contribute to the development and maintenance of knowledge base articles and FAQs Identify recurring issues and report trends to the support team lead Qualifications and Experience 1+ year of experience in a help desk, IT support, or customer support role Strong troubleshooting and problem-solving skills Excellent written and verbal communication skills Proficiency with helpdesk platforms (Zendesk, Freshdesk, Jira Service Management, or similar) Basic understanding of IT systems, software, and networking is advantageous Patient, empathetic, and calm when handling frustrated users Reliable home office setup with stable internet connection Matric certificate required; IT diploma or A+ certification is advantageous Salary: R25,000/month | 100% Remote