Desktop Support Service Desk Agent

Tych Business Solutions; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading tech support company in Cape Town is looking for a Service Desk Agent to serve as the first point of contact for technical support. You will respond to queries, diagnose issues, and manage service requests while ensuring high levels of customer satisfaction. Candidates should have at least 3 years of experience in a service desk role and a good understanding of ITIL methodologies. The position provides an opportunity for remote support and cross-regional collaboration.

Qualifications

• 3 years of experience in a technical support or service desk role.
• Basic networking knowledge is essential.
• Familiarity with ITIL framework.

Responsibilities

• Respond to incoming support requests via various channels.
• Diagnose and resolve basic technical issues.
• Log and manage incidents using ITSM tools.
• Escalate unresolved issues to higher support tiers.
• Provide remote support across different time zones.

Skills

Technical support

Communication skills

Problem-solving skills

Education

Matric or equivalent

Bachelor's degree preferred

Tools

ITSM tools (e.g., ServiceNow, Remedy)

Microsoft Office Suite

Remote support tools

Google Workspace

Job description

Introduction

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).

Duties & 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., 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.

Desired Experience & Qualification

• Matric and equivalent (Bachelors degree preferred).
• 3 years in a technical support or service desk role.
• Basic networking knowledge.
• Familiarity with Microsoft Office Suite and remote support tools.
• Experience with ticketing systems and ITIL framework.
• Google Workspace.
• Understanding ITIL methodologies.