Helpdesk Agent (IT) at Kontak Recruitment

• An established and growing managed IT services provider is looking for a motivated and technically inclined Junior Helpdesk Agent to join its Cape Town–based team. This entry-level role serves as the first point of contact for clients, providing first-line technical support within an MSP environment. The position is well suited to an individual eager to build a solid foundation in IT support, Microsoft 365, and structured troubleshooting while working closely with senior technical staff and SLA Account Managers. The role is office-based, ticket-driven, and focused on learning, development, and service excellence

Minimum Requirements:

• Based in Cape Town or surrounding areas
• Valid driver’s licence
• 1–2 years’ experience in an IT support or helpdesk role
• Basic understanding of Windows operating systems
• Basic working knowledge of Microsoft 365 applications
• Understanding of general IT troubleshooting concepts
• Strong customer service and communication skills
• Professional, well-presented, and confident when engaging with end users
• Willingness to learn, take guidance, and follow established processes

Duties and Responsibilities:

• Act as the first point of contact for incoming IT support requests
• Monitor, log, categorise, and prioritise helpdesk tickets

Provide first-line technical support, including:

• Password resets and account lockouts
• Microsoft 365 user issues (Outlook, Teams, OneDrive sync)
• Basic workstation troubleshooting
• Printer, peripheral, and hardware support
• Software installation and configuration

Assist with basic Microsoft 365 administrative tasks, including:

• User creation and licence assignment
• MFA setup and resets
• Basic mailbox and Teams troubleshooting
• Escalate unresolved or higher-complexity issues to SLA Account Managers in line with internal processes
• Communicate clearly and professionally with end users, providing regular ticket updates
• Maintain a friendly, service-oriented approach in all client interactions
• Follow troubleshooting guides, internal documentation, and escalation procedures
• Build technical capability through hands-on exposure, mentoring, and internal training
• Contribute to a collaborative, process-driven helpdesk environment