Junior IT Helpdesk Agent

Recruiter:

The HR Company

Job Ref:

Dur000481/Kerry

Date posted:

Monday, May 4, 2026

Location:

Cape Town, South Africa

SUMMARY:
Our client, a dynamic and growing IT company based in Cape Town CBD requires a motivated, energetic Junior IT Help Desk Agent to be the first point of contact for their clients, who will assist with troubleshooting, remote support, and on-site callouts. The incumbent will provide first-line technical support across the MSP ticket queue, assisting SLA Account Managers by resolving routine and lower-complexity support requests.

POSITION INFO:
Key Responsibilities

First-Line Support

Monitor and respond to incoming helpdesk tickets

Resolve common IT issues including:
o Password resets and account lockouts
o Microsoft 365 user issues (Outlook, Teams, OneDrive sync issues)
o Basic workstation troubleshooting
o Printer and peripheral support
o Software installation and configuration

Microsoft 365 Support

Assist with basic Microsoft 365 administrative tasks:
User creation and license assignment
MFA setup and resets
Basic mailbox and Teams troubleshooting
Escalate complex tenant or security issues appropriately

Ticket Handling & Escalation

Accurately log, categorise, and prioritise tickets
Escalate unresolved or complex issues to SLA Account Managers
Follow internal escalation and communication processes

Client Interaction

Communicate clearly and professionally with end users
Provide timely updates on ticket progress
Maintain a friendly, service-oriented approach

Learning & Development

Build technical skills through exposure to real-world MSP environments
Follow troubleshooting guides and internal documentation
Participate in internal training and mentoring

Required Skills & Experience

IT qualification or diploma
Valid driving licence
Must reside in Cape Town or surrounding areas.
Professionalism: Well-presented, confident, and able to engage effectively with clients.
1–2 years' experience in an IT support or helpdesk role
Basic understanding of Windows operating systems, Microsoft 365 applications and general IT troubleshooting concepts
Strong communication and customer-service skills
Willingness to learn and take guidance
Entry-level Microsoft certification (MS-900 or similar) advantageous
Prior experience in an MSP or service desk environment

Role Characteristics

Office based
Entry-level / junior position
Ticket-queue focused (no assigned clients)
Strong emphasis on learning and growth
No Linux support required
No server administration responsibilities

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