First-Line IT Support & Customer Care

University of Fort Hare; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

University of Fort Hare in the Western Cape seeks a First Line Service Desk Agent to provide initial support, diagnose issues, and deliver excellent customer service. The role requires documenting incidents, communicating progress, and closing requests.

You will log, triage, and help resolve common problems while ensuring user satisfaction. The position emphasizes strong communication, timely updates, and collaboration with teams to manage incidents and reporting.

Qualifications

• Excellent communication and listening skills.
• Ability to diagnose basic technical issues.
• Strong customer service mindset and professionalism.
• Record keeping and incident logging accuracy.

Responsibilities

• Log incident and service request details with proper categorization and priority.
• Provide first-line investigation and resolution where possible.
• Escalate unresolved issues within agreed timescales.
• Keep users informed of progress and outcomes.
• Close resolved incidents and generate follow-up reports.
• Conduct customer satisfaction follow-ups as required.

Skills

Communication skills

Customer service

Troubleshooting

Tools

Help desk software

Job description

University of Fort Hare in the Western Cape seeks a First Line Service Desk Agent to provide initial support, diagnose issues, and deliver excellent customer service. The role requires documenting incidents, communicating progress, and closing requests.

You will log, triage, and help resolve common problems while ensuring user satisfaction. The position emphasizes strong communication, timely updates, and collaboration with teams to manage incidents and reporting.