Helpdesk Agent (IT) (JB5809)
Cape Town
R15 000 to R18 000 a month (Negotiable depending on experience)
Permanent

An established and growing managed IT services provider is looking for a motivated and technically inclined Junior Helpdesk Agent to join its Cape Town–based team. This entry-level role serves as the first point of contact for clients, providing first-line technical support within an MSP environment. The position is well suited to an individual eager to build a solid foundation in IT support, Microsoft 365, and structured troubleshooting while working closely with senior technical staff and SLA Account Managers. The role is office-based, ticket-driven, and focused on learning, development, and service excellence

Minimum Requirements:
Based in Cape Town or surrounding areas
Valid driver’s licence
1–2 years’ experience in an IT support or helpdesk role
Basic understanding of Windows operating systems
Basic working knowledge of Microsoft 365 applications
Understanding of general IT troubleshooting concepts
Strong customer service and communication skills
Professional, well-presented, and confident when engaging with end users
Willingness to learn, take guidance, and follow established processes

Duties and Responsibilities:
Act as the first point of contact for incoming IT support requests
Monitor, log, categorise, and prioritise helpdesk tickets
Provide first-line technical support, including:
Password resets and account lockouts
Microsoft 365 user issues (Outlook, Teams, OneDrive sync)
Basic workstation troubleshooting
Printer, peripheral, and hardware support
Software installation and configuration
Assist with basic Microsoft 365 administrative tasks, including:
User creation and licence assignment
MFA setup and resets
Basic mailbox and Teams troubleshooting
Escalate unresolved or higher-complexity issues to SLA Account Managers in line with internal processes
Communicate clearly and professionally with end users, providing regular ticket updates
Maintain a friendly, service-oriented approach in all client interactions
Follow troubleshooting guides, internal documentation, and escalation procedures
Build technical capability through hands-on exposure, mentoring, and internal training
Contribute to a collaborative, process-driven helpdesk environment

Please do not apply using Scanned CVs, no supporting documentation is required at this point, this will be requested later.

Kontak Recruitment Disclaimer:
Equal opportunity: All backgrounds are welcomed, with no bias. All are considered based on requirements.
Job specifics: Requirements mirror advertisement, duties may adjust for client needs.
Fair process: Fair assessment, only shortlisted candidates contacted due to volume.
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Offer clarity: Advert is not a binding offer. Written offers based on pre-employment conditions.
No direct link: Advert is not tied to Kontak Recruitment. We assist in the employment process ONLY.
Applicant Responsibility: Upon applying, confirmation of receipt for a specific advert is given. If no confirmation is received, you must verify with Kontak Recruitment.