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