Service Desk Specialist

1 week ago

Germiston, Gauteng, South Africa Smart4 Energy Full time

Our client is seeking a highly capable ICT Operations Coordinator to ensure the smooth, secure, and efficient operation of IT services across the organisation. This role is pivotal in leading the service desk function, coordinating technical escalations, and working closely with infrastructure and DevOps teams to maintain high system availability, performance, and end-user satisfaction.

Key Responsibilities

  • Lead and manage the ICT support team at Head Office and remote sites.
  • Oversee daily service desk operations, ensuring timely resolution of incidents and requests.
  • Implement, maintain, and improve ITIL-based support processes and documentation.
  • Coordinate with Infrastructure and DevOps teams for escalations, system upgrades, and improvements.
  • Monitor system performance, trends, and user satisfaction metrics via the ticketing system.
  • Mentor, coach, and train junior support staff and interns.
  • Ensure ongoing compliance with IT policies, security standards, and governance frameworks.
  • Participate in ICT strategic planning and operational reporting to the IT Manager.
  • Support hardware and software installations, upgrades, and maintenance.
  • Maintain accurate IT asset inventory and documentation.
  • Manage and contribute to complex technical projects and system upgrades.
  • Provide operational input into IT planning and continuous improvement initiatives.
  • Act as standby and alignment support to the Infrastructure Engineer SME when required.
  • Enforce all organisational policies and procedures.
  • Support business users with daily operational calibration and technical assistance.
  • Perform any other reasonable tasks as delegated from time to time.

Minimum Requirements

Education

  • Diploma or Degree in Computer Science, Information Technology, or a related field.
  • Certifications such as ITIL, CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are highly advantageous.

Experience

  • 3–5 years of hands-on experience in IT Support and IT Operations.
  • Proven experience with service desk platforms and ticketing systems.

Technical & Professional Skills

  • Strong knowledge of Windows Server environments and network troubleshooting.
  • Solid experience with Cloud platforms, including Hybrid Infrastructure environments.
  • Technical knowledge of HPE, Unify, and other network device vendors (CLI & GUI management).
  • Proficiency in system administration and monitoring tools.
  • Excellent problem-solving and analytical abilities.
  • Strong communication and stakeholder management skills.
  • Proven leadership and team management capability.
  • Ability to work under pressure, manage multiple priorities, and meet strict deadlines.

This is a key operational leadership role within a dynamic ICT environment, offering exposure to enterprise infrastructure, cloud technologies, and strategic IT operations. You will play a critical role in shaping service excellence, driving team performance, and supporting the organisation's digital evolution.

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