Service Desk Agent

7 days ago

Cape Town, Western Cape, South Africa NTT Data Full time R250 000 - R500 000 per year


Job Summary:

The Service Desk Agent serves as the first point of contact for end users across multiple regions, providing technical support for hardware, software, and network-related issues. This role ensures timely resolution of incidents and service requests while maintaining high levels of customer satisfaction and adhering to service level agreements (SLAs).

Responsibilities:

  • Respond to incoming support requests via phone, email, chat, and ticketing systems.
  • Diagnose and resolve basic technical issues related to desktops, laptops, mobile devices, printers, and software applications.
  • Log and manage incidents and service requests using ITSM tools (e.g., Xurrent, ServiceNow, Remedy).
  • Escalate unresolved issues to appropriate resolver groups or higher support tiers.
  • Maintain accurate documentation of all support activities and resolutions.
  • Monitor system alerts and prioritise incidents based on impact and urgency.
  • Provide remote support and guidance to users across different time zones.
  • Contribute to the knowledge base by documenting solutions and troubleshooting steps.
  • Ensure compliance with ITIL processes and internal policies.
  • Participate in major incident management and post-incident reviews.

Qualifications:

  • Matric and equivalent certification A+, N+, ITIL Foundation (Bachelors degree would be a bonus).
  • 3 years in a technical support or service desk role.

Skills:

  • Basic networking knowledge
  • Familiarity with Microsoft Office Suite and remote support tools
  • Experience with ticketing systems and ITIL framework
  • O365
  • Google Workspace
  • Understanding ITIL methodologies

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