Help Desk Agent (Remote)

About the role

We are looking for a motivated and technically‑oriented Help Desk Agent to provide first‑line support to our users and clients. This fully remote position is perfect for someone who enjoys troubleshooting, communicating clearly, and delivering fast resolutions.

Key responsibilities

• Respond to inbound tickets, emails and calls and resolve them within agreed SLA timeframes.
• Diagnose and troubleshoot both technical and non‑technical issues reported by users.
• Log, track and update all support requests accurately in the help‑desk system.
• Escalate unresolved issues to second‑line support or relevant teams with clear documentation.
• Guide users through step‑by‑step solutions in a friendly manner.
• Contribute to knowledge‑base articles and FAQs.
• Identify recurring issues and report trends to the support team lead.

Required profile

• Minimum 1 year of experience in a help‑desk, IT support or customer‑support role.
• Strong troubleshooting and problem‑solving abilities.
• Excellent written and verbal communication skills.
• Proficiency with help‑desk platforms such as Zendesk, Freshdesk or Jira Service Management.
• Basic understanding of IT systems, software and networking (advantageous).
• Patient, empathetic and calm when dealing with frustrated users.
• Reliable home‑office setup with stable internet connection.
• Matric certificate required; IT diploma or A+ certification is advantageous.

Required skills

• Zendesk
• Freshdesk
• Jira Service Management

What we offer

• Competitive salary of R25,000 per month.
• 100 % remote work arrangement.
• Opportunity to grow within a supportive IT support team.