Help Desk jobs

About the Role

We are seeking a highly organized and customer-focused IT Service Desk Agent to join our team. The successful candidate will be responsible for managing incoming support requests, ensuring accurate logging of incidents and service requests, and allocating tickets to the appropriate technical teams for resolution.

This role is ideal for an individual with excellent communication skills, strong attention to detail, and a passion for delivering outstanding customer service within an IT support environment.

Key Responsibilities

• Receive, log, and categorize incoming IT support requests via phone, email, and ticketing systems.
• Accurately update and maintain call logs and service desk records.
• Allocate and assign tickets to the appropriate technical support teams based on priority and skill requirements.
• Monitor ticket queues and ensure service requests are actioned within agreed service levels.
• Follow up with users and technical teams to track ticket progress and resolution.
• Escalate unresolved issues to senior support staff when necessary.
• Maintain clear and professional communication with end users.
• Generate and update service desk reports as required.
• Assist with documenting common issues and resolutions within the knowledge base.
• Ensure compliance with company policies, procedures, and service standards.

Requirements

Essential

• Previous experience in a Service Desk, Help Desk, IT Support, or Customer Support role.
• Required to report to the Centurion office on allocated office days
• Required to work shifts
• Strong administrative and organizational skills.
• Excellent verbal and written communication skills.
• Experience working with ticketing or call logging systems.
• Proficiency in Microsoft Office 365 applications.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong attention to detail and accuracy.

Advantageous

• IT-related qualification or certification.
• Experience with ITIL-based service management processes.
• Familiarity with remote support tools and IT support environments.

Key Competencies

• Customer Service Excellence
• Time Management
• Problem Solving
• Attention to Detail
• Teamwork and Collaboration
• Professional Communication
• Ability to Work Under Pressure

Pay: R11 000,00 per month

Work Location: In person