Service Desk Professional

4 days ago


Cape Town, Western Cape, South Africa IOCO Full time

Embark on a rewarding career as a Service Desk Engineer at iOCO Infrastructure Services, where we deliver outstanding client experiences through sustainable, innovative IT infrastructure solutions.

As the first point of contact for IT support, you will provide swift and effective solutions to keep our operations running smoothly. Your key responsibilities will include:

  • Delivering excellent customer interaction and communication
  • Monitoring daily application availability
  • Coordinating with service providers for technical queries and ensuring timely resolutions
  • Achieving high First Line Resolution (FLR) percentages
  • Communicating effectively with clients regarding incidents logged
  • Meeting Service Level Agreements in the Call Logging System
  • Collaborating with colleagues to achieve common goals
  • Ensuring adherence to all correspondence protocols and procedures
  • Following instructions from management and customers

You will possess:

  • Telephony soft skills qualifications and/or call center/service desk experience
  • Strong English language proficiency and email skills to communicate with stakeholders
  • Excellent customer interaction and communication skills

To succeed, you will require:

  • National Senior Certificate/Matric/N3/Grade 12
  • A+ certification
  • N+ certification
  • Pass typical recruitment checks (reference, criminal checks, etc.)
  • Preferred qualifications/knowledge:
    • ITIL v3 certification
    • Linux/Unix qualifications and/or experience
    • SQL qualifications and/or experience
    • Application knowledge (Morpheus 2, M2 Dealer, Service Base, Qnomy, Vodaview, Mediation Zone, FMS, SFG, etc.)
    • Remedy and/or HP Service Desk experience


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