IT Helpdesk Agent
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Job Description
IT Helpdesk Agent resolving first-line tickets, account issues, and device problems remotely from South Africa. Supporting a UK team during UK business hours.
Responsibilities:
- Log, triage and resolve first-line support tickets
- Reset passwords and manage user accounts
- Set up and troubleshoot laptops, email and software
- Escalate complex issues with clear notes
- Keep knowledge-base articles accurate and current
- Diagnose, fix or escalate staff technology issues
- Keep every ticket moving until it is resolved
- Work with a UK-based team using modern, cloud-based tools
Requirements:
- Experience in an IT helpdesk or technical support role
- Experience with a ticketing tool such as Zendesk or Freshdesk
- Working knowledge of Microsoft 365 and Windows
- Clear written English for explaining fixes simply
- A reliable laptop and stable fibre connection
- CompTIA A+ or similar certificate (nice to have)
- Experience with Google Workspace admin (nice to have)
- Familiarity with remote support tools such as TeamViewer (nice to have)
- Must be South African talent working remotely from South Africa
Benefits:
- Full-time, 100% remote role
- Working UK hours, 09:00–17:00 UK time (11:00–19:00 SAST)
- Clear onboarding and support
- Stable remote career with a UK employer
- Work from home with existing equipment
- Recruitment team support from application through first day
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