IT Helpdesk Support

A basic IT helpdesk role involves providing technical support and assistance to end-users (employees or customers) who are experiencing issues with their computer systems, software, hardware, or other IT-related problems. Here's an overview of the responsibilities and skills for a basic IT helpdesk role:
**Responsibilities**:
**Issue Resolution**:
**Customer Support**:
Provide excellent customer service by addressing end-users' inquiries, concerns, and requests in a professional and friendly manner. Keep users informed about the status of their requests and ensure their satisfaction.

**Ticket Management**:
Create, update, and manage support tickets or incident reports in a helpdesk ticketing system. Document issues, resolutions, and communication for future reference.

**Remote Assistance**:
Use remote desktop tools to connect to end-users' computers and provide assistance. Guide users through troubleshooting steps and configurations over the phone or through chat.

**Hardware and Software Setup**:
**User Training**:
**Basic Network Support**: Help with basic network connectivity issues, such as Wi-Fi problems and network printer setup.

**Escalation**: Escalate complex or unresolved issues to higher-level support or specialized teams as needed.

**Documentation**:
Maintain accurate and up-to-date documentation, including troubleshooting guides, FAQs, and knowledge base articles.

**Security Awareness**:
Promote and enforce IT security best practices among end-users, such as password hygiene and safe browsing habits.

**Skills and Qualifications**:
**Technical Proficiency**:
**Problem-Solving**:
Ability to analyze and diagnose technical issues logically, and determine appropriate solutions.

**Customer Service**:
Strong communication and interpersonal skills, with a focus on providing friendly and helpful customer support.

**Patience**:
Ability to remain patient and calm when dealing with frustrated or inexperienced end-users.

**Troubleshooting Tools**:
Familiarity with remote desktop tools, helpdesk ticketing systems, and basic diagnostic utilities.

**Time Management**:
Efficiently prioritize and manage multiple support requests to meet deadlines and service level agreements.

**Adaptability**:
Willingness to learn and adapt to new technologies and procedures as the IT landscape evolves.

**Documentation Skills**:
Ability to document issues, resolutions, and procedures clearly and concisely.

**Teamwork**:
Collaborate effectively with colleagues and escalate issues when necessary.

**Basic Networking Knowledge**:
Understanding of basic networking concepts, IP addressing, and network troubleshooting.

**Salary**: R8,500.00 per month