Helpdesk Technician (12 Months Contract)

. The role requires clear communication, professional conduct and efficient handling of IT support tickets to ensure system uptime and minimal disruption to users.

Outputs

Incident & Service Request Management

• Log, classify, prioritise, and resolve incidents and service requests via the ticketing system.
• Provide first-line technical support.
• Meet agreed Service Level Agreements (SLAs) for response and resolution times.
• Escalate complex issues to second-line / third-line support as required.
• Maintain accurate and complete ticket documentation.

End-User Support & Customer Service

• Provide support for desktops, laptops, printers, mobile devices, and peripherals.
• Assist users with Microsoft 365, Teams, SharePoint, and common business applications
• Support VPN, remote access, and email configuration.
• Conduct basic user training and guidance.

Hardware & Software Support

• Install, configure, and maintain workstations and approved software.
• Perform system imaging and deployment.
• Troubleshoot hardware failures and coordinate repairs.
• Manage software updates and patching.

User Account & Access Management

• Create, modify, and disable user accounts (Active Directory / Entra ID).
• Reset passwords and manage MFA enrolments.
• Ensure compliance with access control policies and segregation of duties.
• Maintain audit trails for access changes.

Network & Connectivity Support

• Troubleshoot LAN/Wi-Fi connectivity issues.
• Support printers and shared resources.
• Liaise with service providers for ISP or telecom faults.

IT Asset & Inventory Management

• Maintain accurate IT asset register (hardware & software licences).
• Track equipment allocation and returns.
• Support stock control and warranty management.

Governance, Risk & Compliance Support

• Adhere to IT policies (Information Security, Acceptable Use, POPIA compliance).
• Report security incidents promptly.
• Support internal and external IT audits.

Experience / Skills Required

• 2 to 4 years experience in IT Helpdesk or Service Desk environment.
• Strong knowledge of:

? Windows Desktop and Server Operating Systems

? Microsoft 365 (Outlook, Teams, SharePoint)

? Active Directory / Entra ID

? Basic networking (TCP/IP, DNS, DHCP)

? VPN and remote desktop tools

• Familiarity with:

? ITSM / ticketing systems (e.g., ServiceNow, Fres