Desktop Support Engineer

Atain; Wes-Kaap; On-site; ZAR 180,000 - 280,000; Full time

Job summary

Atain is seeking a service support analyst in South Africa to assist service users, diagnose issues and log incidents. The role requires ServiceNow, Excel and PowerPoint knowledge along with basic ITIL and strong communication skills.

You will act as a primary contact, categorize queries, advise on actions, monitor progress, and escalate when necessary. You will provide security guidance and handle requests following agreed procedures, allocating calls, and maintaining records.

Qualifications

• Experience handling service requests and incident logging.
• Strong communication and customer-facing skills.
• Familiarity with ITIL concepts is preferred.

Responsibilities

• Act as a point of contact to support service users and identify issues.
• Categorize and record reported queries and provide solutions.
• Monitor issues from start to resolution and escalate when needed.
• Provide essential online security advice and support.
• Logs incidents and service requests and maintains records.
• Deliver customer services through multiple channels including human, digital, self-service and automated.

Skills

ServiceNow

Excel

PowerPoint

Customer service

ITIL basics

Communication

Issue diagnosis

Tools

ServiceNow

Excel

PowerPoint

Job description

Candidate having good Service Now, excel and ppt knowledge, shall be preferred

Basic ITIL and good communication Skills is necessary for the role

Acting as a point of contact to support service users and identify and diagnose issues and problems

Categorize and record reported queries and provide solutions

Support Problem Identification

Advise users on appropriate course of action

Monitor issues from start to resolution

Escalate, if needed, unresolved problems to a higher level of support

Provide essential online security advise and support

Receives and handles requests for service, following agreed procedures

Promptly allocates calls as appropriate

Logs Incidents and Service Requests and maintains relevant records

Identifies and classifies incident types and service interruptions

Records Incidents cataloguing them by symptom and resolution

Acts under guidance to record and track reliability data for your services

Delivering Customer Services through multiple channels including human, digital, self-service and automated

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.