We looking to hire a Service Desk Agent I to join our Cape Town-based team. As part of our dynamic and growing organization, you’ll have the opportunity to work on cutting-edge projects and collaborate with a talented team.

What you will do:

  • Facilitate logging of calls via all channels (telephonic; walk-in; email)
  • Accurately log calls on ticket management system
  • Ensure tickets are regularly updated with relevant information to facilitate customer communication and timeous resolution
  • Facilitate First Call Resolution of technical incidents and requests via phone or email e.g. password resets, AD admin etc.
  • Route tickets to second line and external Vendors to achieve call resolution
  • Management of tickets to ensure compliance to resolution SLA
  • Call related admin such as vendor management, high priority communication to users etc.
  • Handling of complaints and escalations to ensure customer satisfaction
  • Extract reports as required
  • Management of storeroom
  • Co-ordinate call allocation

Experience expertise:

  • Grade 12
  • A+
  • ITIL
  • MCSE or similar
  • IT service desk and FCR experience
  • General Admin
  • AD Admin

Personal attributes:

  • Excellent Soft Skills
  • Excellent coordination skills

If the daily grind makes you wonder if there’s more to life than work, get ready to discover a professional journey that embraces excellence without compromise.

Desired Skills:

  • Systems Analysis
  • Complex Problem Solving
  • Programming
  • C#
  • Java
  • SQL
  • HTML

Learn more/Apply for this position