Service Desk Consultant

2 days ago

Cape Town, Western Cape, South Africa Boardroom Appointments Full time R90 000 - R120 000 per year


Service Desk Consultant - 6/12 Month Contract - Cape Town

Minimum Requirements

  • Grade 12 / Matric certificate.

  • A+ and/or N+ certification or equivalent IT support qualification.

  • Minimum 1 - 3 years of experience in a Service Desk or IT Support environment.

  • Strong understanding of:

    • Windows Operating Systems

    • Microsoft 365

    • Basic networking

    • Remote desktop tools
Preferred Qualifications

  • ITIL Foundation Certification

  • Experience with service management platforms such as:

    • ServiceNow

    • Freshservice

    • JIRA Service Management

  • Exposure to:

    • Active Directory

    • VPNs

    • Endpoint security tools
Key Responsibilities
1. Incident Management & Request Fulfilment

  • Provide first-level technical support for hardware, software, networking, and business applications.

  • Accurately log all support calls and service requests in the service management system.

  • Triage and resolve incidents and service requests where possible, escalating to second or third-line support when necessary.

  • Monitor ticket queues and ensure timely resolution according to defined SLAs.

2. Customer Support

  • Deliver exceptional customer service via phone, email, chat, or in-person.

  • Guide users through troubleshooting steps and provide training where needed.

  • Communicate clearly and effectively with both technical and non-technical users.

  • Follow up with users to ensure issues are resolved satisfactorily.

3. Knowledge Base & Documentation

  • Create and maintain accurate technical documentation, FAQs, and knowledge articles.

  • Contribute to continuous service improvement by identifying trends and recurring issues.

4. IT Asset & Access Management

  • Support user onboarding and offboarding by provisioning or deactivating accounts and devices.

  • Track and manage IT assets and peripheral inventory, ensuring updates in the CMDB.

  • Install, configure, and support end-user devices and software as per organizational standards.

5. System Monitoring & Maintenance

  • Monitor system alerts and take appropriate action based on predefined procedures.

  • Perform basic system checks, updates, and maintenance tasks as required.


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