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Mowbray: Helpdesk Agent

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Job Description

About the Role

The Helpdesk Agent plays a crucial role in providing support and maintenance for end users, serving as the single point of contact for assistance with company-supported computer applications and platforms.

Key Responsibilities

  • Administrative: Updating tickets regularly, Update documentation and processes within the support environment, Ensure that the call category is appropriate to the description.
  • Productivity: Calls closed within SLA, Resolution rate (how long it takes to resolve ticket/s).
  • Quality: Low call re-open rate, Agent utilization (average tickets per day resolved and time spent).
  • Customer Satisfaction: Good client feedback from satisfaction survey, Keeping users informed on the progress of the query.

Requirements

  • Technical Skills/ Abilities required to do the job:
  • Microsoft office (word, excel, outlook)
  • Experience with ticketing system
  • Knowledge of IT hardware (Mobile devices and other tech products)
  • OS Experience (Windows)
  • Experience with Network (troubleshooting)

Qualifications

  • Minimum requirements:
  • IT Certification/Diploma
  • Matric

Salary & Benefits

Not specified.

How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

About IT / Computing / Software Jobs in Cape Town City Centre

Cape Town City Centre is home to a thriving IT and computing industry, with many multinational corporations and local businesses requiring skilled professionals to drive their digital transformation. Generally speaking, the job market in this field remains dynamic, with opportunities arising in various sectors such as technology, finance, and healthcare. Typically, these roles involve working on software development, data analysis, or IT project management.

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Salary expectations for IT and computing professionals in Cape Town City Centre vary widely depending on factors like experience, company size, and industry sector. Generally, junior positions may start within the R200 000 – R400 000 per annum bracket, while senior roles can fetch salaries ranging from R800 000 to over R1 million per annum. However, it’s essential to note that these are broad estimates, and actual salaries can differ significantly depending on individual circumstances.

Common skills required for IT and computing roles in Cape Town City Centre include proficiency in programming languages such as Java, Python, or C++, knowledge of cloud-based platforms like AWS or Azure, and experience with data analysis tools like Tableau or Power BI. Other essential skills often include excellent communication, problem-solving, and project management skills.

The financial services sector is one industry where IT and computing professionals are often in high demand. Technology companies, software development firms, and manufacturing businesses also commonly employ individuals in this field. Additionally, the healthcare industry and government sectors are increasingly reliant on IT solutions to drive their operations.

For those looking to establish a career in IT and computing, common progression paths include moving into senior technical roles or taking on leadership positions within software development teams. Many employers also offer opportunities for professional development through training programs, mentorship schemes, and continuous learning initiatives. Typically, experienced professionals can expect to take on more strategic roles, working closely with clients, stakeholders, or other high-level decision-makers to drive business growth and innovation.

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This information provides general career guidance. Actual salaries and requirements vary by employer.



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