Introduction

An established organisation is seeking a IT Helpdesk Analyst to join its team in Graaff-Reinet. This role supports a business that is investing in platform stability, product delivery, and stronger digital capability. The position offers the opportunity to work on meaningful systems, applications, infrastructure, or digital services depending on the portfolio and team structure.

The successful candidate will work with technical and non-technical stakeholders and will contribute to solutions that improve business efficiency, user experience, and operational resilience. The successful candidate will be expected to work with appropriate urgency, maintain quality standards, and support a collaborative delivery culture while contributing to business-facing outcomes.

Duties & Responsibilities

The position requires a balance of technical execution, documentation discipline, and effective collaboration across teams.

Work closely with vendors, internal teams, and business users to resolve recurring issues and service bottlenecks.
Provide technical support across applications, users, devices, or operational systems in line with agreed service levels.
Maintain accurate ticket notes, support logs, knowledge-base updates, and user communication records.
Ensure compliance with support procedures, security standards, and internal controls.
Assist with system configuration, user setup, access changes, and routine support administration.
Monitor queues, service requests, and support trends to improve turnaround times and user experience.
Troubleshoot incidents, log root causes, and coordinate escalations where deeper technical intervention is required.
Support rollout activities, training, and communication for system changes or operational enhancements.

Desired Experience & Qualification

Applicants should bring a solid technical foundation together with the ability to work in a structured, deadline-driven environment.

Relevant diploma or degree in Information Technology, Computer Science, Information Systems, Software Development, Engineering, or a related discipline.
Experience supporting users, applications, service requests, incidents, or business systems within a helpdesk or support environment.
Comfortable working with ticketing systems, user communication, troubleshooting routines, and service-level expectations.
Good working knowledge of documentation standards, structured problem-solving, and stakeholder communication.
Typically suited to candidates with around 1–3 years practical experience or strong graduate-level exposure.