IT Service Desk Agent

1 week ago

Cape Town, South Africa Queenspark Pty Ltd Full time

**Title**:Service Desk Agent

**Location**:Head Office

**Department**:IT

**Reports to**:IT Systems Manager

**Requirements**:

- Grade 12 plus a relevant IT certification or qualification.
- At least 2 years’ IT service desk experience, ideally in a customer-focused retail environment.
- Solid Tier 1 support skills, including Windows 10/11 and MS Office (Word, Excel, Outlook).
- Basic knowledge of MS Azure tools (O365, Teams, OneDrive).
- Exposure to retail POS systems and ERP systems (Dynamics 365) will be an advantage.
- Strong communication skills, problem-solving ability, and a professional, customer-focused approach.
- A proactive, adaptable mindset with the ability to handle pressure and setbacks constructively.
- Own transport and flexibility to work shifts or provide after-hours support.

**Key Responsibilities will include, but not limited to**:

- Accurately log, assign, escalate, and close tickets within agreed service levels.
- Provide telephonic support and professional assistance to users at all levels.
- Monitor ERP data transfers and scheduled jobs, addressing or escalating issues proactively.
- Restore system connectivity and coordinate with tier 2 support or third-party providers when required.
- Keep users informed with clear and regular updates.
- Maintain high standards of safety, compliance, and reporting.

**Key Behavioural Competencies**
- A proactive approach with strong problem-solving skills.
- Ability to work well in a team and communicate clearly with users at all levels.
- Professionalism, integrity, and a genuine focus on helping colleagues succeed.
- At Queenspark, we value passion, professionalism, integrity, and customer focus. You’ll be part of a team that thrives on solving problems, supporting colleagues, and creating great experiences for both staff and customers._

**Job Types**: Full-time, Permanent

Work Location: In person

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