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
Apply To This Job
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
Apply To This Job