Junior Helpdesk Technician

Junior Helpdesk Technician

Job Overview

Are you passionate about solving technical problems and delivering exceptional customer service? Join a dynamic UK-based IT services company as a Junior Helpdesk Technician. This entry-level role is ideal for tech-savvy individuals who enjoy troubleshooting and supporting clients in a fast-paced environment.

As the first point of contact for helpdesk queries, you'll play a vital role in maintaining excellent client relationships and resolving technical issues efficiently. You’ll be part of a supportive, innovative team that values continuous improvement and personal development, with plenty of opportunities for career progression.

Salary: R25 000 per month

Key Responsibilities

Client Support & Troubleshooting

• Serve as the initial point of contact via phone, email, or ticketing system
• Provide friendly, responsive, and effective remote support
• Escalate complex issues to senior technicians as needed

Ticketing System Management

• Manage and resolve tickets using the company's helpdesk platform
• Regularly update and maintain clear ticket notes
• Ensure client documentation is kept accurate and up-to-date
• Break down multi-issue tickets into separate, manageable tasks

Monitoring Tools & Maintenance

• Review RMM (Remote Monitoring and Management) dashboards
• Apply scheduled and automated remediation actions

Team Collaboration & Operations

• Follow schedules and SOPs as directed by the Technical Support Manager
• Submit timesheets and expenses as per SOPs
• Communicate ticket status and service changes clearly to clients
• Proactively identify risks and suggest improvements
• Support project delivery when needed by the Projects Team

Qualifications & Experience

Essential:

• Strong communication skills with a focus on active listening
• Basic understanding of operating systems, business apps, and network systems
• Comfortable working under pressure with a calm, client-focused approach
• Fast, accurate typing while on the phone
• Excellent attention to detail and reliability
• Access to a reliable laptop and stable internet connection

Preferred/Nice to Have:

• Experience with ticketing systems and remote support tools
• Familiarity with Microsoft 365 and RMM platforms
• Previous experience in an MSP (Managed Service Provider) environment
• IT certifications such as Microsoft MCP, MCSA, or ITIL
• Client experience training such as Helpdesk Habits