Junior IT Helpdesk Agent
Infrastructure
Cape Town – Western Cape – South Africa
Junior IT Helpdesk Agent
Salary: R15k – R18k pm
Area: Cape Town CBD
Type: Onsite
Role Summary
This is an entry level IT support role ideal for someone starting their career in an MSP or service desk environment. You will be the first point of contact for users, handling everyday IT issues and learning structured troubleshooting in a real world support setting.
You will work closely with senior support staff, resolving lower complexity tickets while gaining exposure to Microsoft 365, desktop support, and professional client communication. This role suits someone eager to learn, comfortable following processes, and motivated to grow into a stronger technical support position over time.
Tech exposure: Windows, Microsoft 365, basic workstation and peripheral support.
Responsibilities
- Monitor and respond to incoming helpdesk tickets
- Provide first line support for common IT issues including password resets and account lockouts
- Assist users with Microsoft 365 applications such as Outlook, Teams, and OneDrive
- Perform basic workstation troubleshooting
- Support printers, scanners, and other peripheral devices
- Install and configure approved software
- Assist with basic Microsoft 365 administration tasks including user setup, license assignment, and MFA resets
- Escalate complex technical or security related issues to senior support staff
- Log, categorise, and prioritise tickets accurately
- Follow internal escalation, documentation, and communication processes
- Communicate clearly and professionally with end users
- Provide regular updates on ticket progress
- Maintain a friendly, service focused approach when supporting users
- Follow troubleshooting guides and internal documentation
- Participate in training, mentoring, and skills development activities
Requirements
- Based in Cape Town or surrounding areas with a valid driver’s license
- 1 to 2 years’ experience in an IT support or helpdesk role in an MSP or service desk environment
- Basic understanding of Windows operating systems
- Exposure to Microsoft 365 applications
- Understanding of general IT troubleshooting concepts
- Strong communication and customer service skills
- Willingness to learn, take guidance, and follow processes
- Professional, well presented, and comfortable dealing with users
- Reliable, organised, and able to manage a ticket queue
Advantageous:
- IT qualification or diploma
- Entry level Microsoft certification such as MS 900
Call to Action
If you are looking to build a solid foundation in IT support, gain hands on experience, and grow within a structured service desk environment, this role offers an excellent starting point. Apply now to take the first step in your IT support career.