IT Infrastructure Support Specialist

2 weeks ago


Sandton, South Africa IOCO Full time

iOCO Infrastructure Services: Embracing Excellence

We're seeking a highly skilled X2 Service Desk Agent I to join our IT support team in Sandton. As a Service Desk Agent, you'll be responsible for responding to user inquiries, troubleshooting problems, and resolving technical issues related to hardware, software, and network systems.

Your Key Responsibilities:

  1. Efficiently log and allocate incoming calls, ensuring all calls are attended to and closed.
  2. Use our ITSM tool to log all calls as per operational processes.
  3. Assist the team during work overload and ensure general administration work is up-to-date.
  4. Maintain high-level customer liaison and interact professionally at all times.
  5. Follow escalation procedures as required.
  6. Adhere to client-specific Operational Manuals.
  7. Take ownership of your career development, including technical and functional skills.

Your Expertise:

  • 2-3 years' experience in IT service desk environments
  • 2-3 years' customer service experience
  • 1-2 years' experience in First Call Resolution
  • Telephone Etiquette Skills

Qualifications:

  • Grade 12
  • A+ and N+
  • ITIL4

Additional Information:

  • Contract Position
  • Location: Sandton
  • Work Environment: Onsite (open plan office)

About iOCO Infrastructure Services:

We're a community of skilled professionals dedicated to delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions. We partner with clients to tackle business challenges and help them conquer their Goliaths. Our clients are at the heart of everything we do, and their satisfaction fuels our fire and propels us forward. We're a place where you can grow, learn, and thrive.



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