Helpdesk Triage and Support

7 months ago


Cape Town, South Africa Dudobi (Pty) Ltd Full time

**Background**

Dudobi, an established UK-based managed service provider is looking to grow its local South African team. Established in 2000, the company designs, builds, and manages secure cloud-based solutions for its B2B clients in Europe and Africa.

From cloud infrastructure to VoIP, Microsoft 365, co-managed services, desktop support, cloud security, consulting, advisory and more, Dudobi delivers expertise and premium service. With numerous leading accreditations including ISO 27017, we work at an extremely high level, going above and beyond for our clients every day.

**Profile**

We’re looking for a bright, enthusiastic and proactive individual with a passion for IT and a desire to learn and grow their skills. Working primarily with UK clients, excellent business communication skills in both written and spoken English are a must.

**Key Responsibilities**
- Helpdesk triage
- Answer incoming helpdesk calls from clients and triage or log tickets
- Assign incoming helpdesk tickets to the most appropriate engineer
- Be able to reliably identify different kinds of desktop and server helpdesk requests
- Monitor and actively manage SLAs
- Frequently working later shifts to mirror UK working hours
- Prior experience with Autotask would be an advantage
- Procurement of licencing and hardware
- Use online systems and tools to check, increase and decrease client softwarelicences o Ensure accurate billing and reconciliation of all client software licences
- Internal and client reporting
- Use templates and system data to produce regular reports for internal use andclients
- Team support and administration
- Support the helpdesk team as and where needed o Manage and maintain team mailboxes
- Handle routine admin

**Requirements**:

- Excellent business communication skills in both written and spoken English
- Good working knowledge of Microsoft Windows and Office
- 2+ years of related IT helpdesk experience is an advantage
- Grade 12 with Maths or IT preferred
- It would be beneficial to have some formal qualification in IT such as a Microsoft certification

**The successful applicant must**:

- Have an excellent telephone manner
- Be detail-oriented and highly accurate in their work
- Demonstrate strong interpersonal skills and know what it means to be a good team player
- Have a professional work ethic
- Know how to serve demanding international clients, who expect a very high standard of service
- Be a positive individual willing to learn quickly and work hard

**We offer**
- A dynamic, small company environment as part of our team of passionate, motivated engineers
- Lots of responsibility; you’ll be triaging helpdesk calls and tickets for clients across Europe and Africa
- Space for your ideas and improvement suggestions to be aired and implemented
- Fun team events, including weekly team lunch
- 20 days’ leave per year as a minimum
- Significant personal opportunity to grow and advance within a dynamic small business

**Salary**: R8,000.00 - R15,000.00 per month

Application Question(s):
1. Tell us about yourself.
2. Why would you be the best person for this job?
3. When is your availability?
4. What is your salary expectation?
5. Would you be able to work UK hours?
6. Anything else you would like to add?

Please ensure that the video does not exceed 5 minutes in duration. Once you have completed the task, please submit the Loom link below. Applications without a Loom link will be discarded.

**Education**:

- High School (matric) (required)

**Experience**:

- IT Helpdesk: 2 years (preferred)

**Language**:

- excellent English (required)

License/Certification:

- IT qualification (preferred)


  • Helpdesk Manager

    3 months ago


    Cape Town, South Africa Lula Full time

    **Job title**: Helpdesk Manager **Reporting to**:Technical Operations Manager **Location**: Cape Town **ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S EE TARGETS** **WHAT WE DO** Lula is an innovative and human-focused FinTech company on a mission to help small businesses optimise their cash flow. Our purpose is to help SMEs...


  • Cape Town, South Africa SA Commercial (Pty) Ltd Full time

    _Key Responsibilities:_ - General customer service support relating to the software installation, which will entail the following support:_ - Technical support relating to the software installation_ - Accessing business information relating to the account_ - Updating business contacts and other information._ - Advising customers regarding different...


  • Cape Town, South Africa FROGG Recruitment Full time

    **Helpdesk End-User Support Technician Cape Town** Our IT Technology client is looking for a Helpdesk End-User Support Technician with 3 years plus experience. The End-User Support Technician is responsible for providing technical support to all customer end-users via the helpdesk and relevant support channels. This includes the efficient resolution of...

  • Isp Helpdesk Support

    7 months ago


    Cape Town, South Africa PCN IT Management (PTY) LTD Full time

    You will be required to complete a general technical test pinpoint your skill level. Minimum Requirements and Personal Attributes: Good client liaison skills - experience working with clients face to face and telephonically. Neat, presentable and organised - in appearance and within the work environment. Attention to detail. Ability to work...

  • IT Helpdesk Expert

    2 weeks ago


    Cape Town, Western Cape, South Africa Mindmatch Consulting Full time

    Job Overview:">We are seeking a highly skilled IT Helpdesk Expert to join our dynamic team at Mindmatch Consulting. As the primary point of contact for our customers, you will provide exceptional customer service, resolving technical issues via phone and email.">About the Role:">This role offers an exciting opportunity for career growth and professional...

  • Fraud Triage

    7 months ago


    Cape Town, South Africa Luno Full time

    **About the team**: Our mission is to provide amazing support to our business, partners, and customers in dealing with fraud related questions. We do this by responding to any fraud related communication swiftly and in a coordinated way. We are the front line of the Anti-Fraud team and we ensure that fraud cases are dealt with appropriately and on time. We...

  • Helpdesk Operator

    7 months ago


    Cape Town, South Africa Tower Group Full time

    **Required**: - Matric (Must) - Relevant degree or diploma Equivalent (added advantage) - A minimum of 3 years’ property experience - Strong Proficiency in relevant computer packages (MS Office) and software packages (PIMS & MyBuildings) **Responsibilities**: **Helpdesk**: - Attend to daily logged calls on the helpdesk/MyBuildings. - Logging and...


  • Cape Town, South Africa Armstrong Appointments Full time

    Cape Town - Posted 4 hours ago **Purpose** The End-User Support Technician is responsible for providing technical support to all customer end-users via the helpdesk and relevant support channels. This includes the efficient resolution of support tickets across a variety of platforms and technologies. **Terms** The position is permanent, with a focus...


  • Cape Town, South Africa Xceptor Full time

    **ABOUT XCEPTOR**: Data is at the heart of everything we do: Xceptor has been designed around data manipulation in its broadest sense. We source data from wherever it flows. We curate, normalise, validate, repair, and enrich that data so it reaches its destination in a reliable and consistent format. Data coming out of Xceptor is data our clients can...


  • Cape Town, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited Full time

    Four+ years working in investigations, intelligence or law enforcement analysis, threat management, law enforcement, incident response, incident management and/or security operations. - A relevant degree or degree equivalent in a security-related or analytic field. - Relevant experience leading teams. - Relevant experience providing investigative analysis...


  • Cape Town, South Africa PCN IT Management (PTY) LTD Full time

    You will be required to complete a general technical test pinpoint your skill level. Minimum Requirements and Personal Attributes: Good client liaison skills - experience working with clients face to face and telephonically. Neat, presentable and organised - in appearance and within the work environment. Attention to detail. Ability to work...


  • Cape Town, South Africa PCN IT Management (PTY) LTD Full time

    You will be required to complete a general technical test pinpoint your skill level. Minimum Requirements and Personal Attributes: Good client liaison skills - experience working with clients face to face and telephonically. Neat, presentable and organised - in appearance and within the work environment. Attention to detail. Ability to work...

  • Helpdesk Operator

    7 months ago


    Cape Town, South Africa Clicks Group Limited Full time

    **Listing reference**: 016709**Listing status**: Online- **Position summary** **Industry**:Wholesale & Retail Trade - **Job category**:Office Support**Location**:Cape Town - **Contract**:Permanent**EE position**:Yes**Introduction** - An exciting opportunity as Helpdesk Operator has become available at New Clicks SA (Pty) Ltd. The role will be based in...

  • Helpdesk Operator

    7 months ago


    Cape Town, South Africa Clicks Group Limited Full time

    Advert reference: click_014135 Advert status: Online - **Position Summary**: **Industry**:Wholesale & Retail Trade **Job category**:Office Support **Location**:Cape Town **Contract**:Permanent **EE position**:Yes **Brand**:Clicks Group **Introduction**: An exciting opportunity as Helpdesk Operator has become available at New Clicks SA (Pty) Ltd. The...

  • Helpdesk/Tech Support

    2 months ago


    Cape Town, South Africa Mindmatch Consulting Full time

      Summary and purpose of the Job:Do you have a passion for offering excellent customer service, helping our customers with problems to get to the right place for support? Do you have an interest in technology, and understand the key elements of IT, telephony and connectivity? Well, if this is you, we have the perfect opportunity.We are looking for...

  • Helpdesk/Tech Support

    2 months ago


    Cape Town, South Africa Mindmatch Consulting Full time

     Summary and purpose of the Job:Do you have a passion for offering excellent customer service, helping our customers with problems to get to the right place for support?Do you have an interest in technology, and understand the key elements of IT, telephony and connectivity? Well, if this is you, we have the perfect opportunity.We are looking for...

  • Support Analyst

    3 weeks ago


    Cape Town, South Africa MRI Software Full time

    From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people’s lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you. Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups...


  • Cape Town, South Africa Clicks Group Limited Full time

    **Listing reference**: 016102**Listing status**: Online- **Position summary** **Industry**:HR Services, Recruitment & Selection - **Job category**:Other : Human Resources and Recruitment**Location**:Cape Town - **Contract**:Permanent**EE position**:Yes**Introduction** - We are looking to recruit an HR Administrator to work within the HR Helpdesk department....

  • Helpdesk Analyst

    4 months ago


    Cape Town, South Africa Lula Full time

    **Job title**: Helpdesk Analyst **Reporting to**:Technical Support Manager **Location**: Cape Town **ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S EE TARGETS** **WHAT WE DO** Lula is an innovative and human-focused FinTech company on a mission to help small businesses optimise their cash flow. Our purpose is to help SMEs...


  • Cape Town, South Africa Clicks Group Limited Full time

    Advert reference: click_014000 Advert status: Online - **Position Summary**: **Industry**:HR Services, Recruitment & Selection **Job category**:Other : Human Resources and Recruitment **Location**:Cape Town **Contract**:Permanent **EE position**:Yes **Brand**:Clicks Group **Introduction**: We are looking to recruit an HR Administrator to work within...