Global Service Desk Agent

Recru-It; 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 Global Service Desk Agent to provide technical support for hardware and software issues. The role involves managing incoming support requests, troubleshooting technical issues, and ensuring customer satisfaction. Candidates should have 10 years of tech support experience and an ITIL Foundation certification. This position offers an opportunity to work in a dynamic environment and contribute to service excellence.

Qualifications

• 10 years in a technical support or service desk role.
• ITIL Foundation certification is required.

Responsibilities

• Respond to incoming support requests via phone, email, chat, and ticketing systems.
• Diagnose and resolve basic technical issues related to desktops, laptops, printers, and software applications.
• Log and manage incidents and service requests using ITSM tools.
• Escalate unresolved issues to higher support tiers.
• Maintain accurate documentation of all support activities.
• Monitor system alerts and prioritize incidents.
• Provide remote support across different time zones.
• Contribute to the knowledge base by documenting solutions.
• Ensure compliance with ITIL processes.
• Participate in major incident management and post-incident reviews.

Skills

Basic networking knowledge

Familiarity with Microsoft Office Suite

Experience with ticketing systems

Lansweeper

OKTA

Crowdstrike

UEM (JAMF & Intune)

Google Workspace

Slack Support

Kandjie

ITSM Tool (Xurrent)

Understanding ITIL methodologies

Education

Matric and equivalent (Bachelors degree preferred)

ITIL Foundation certification

Job description

Spec and tech stack

• Lansweeper
• OKTA
• Crowdstrike
• UEM (JAMF & Intune)
• Google Workspace
• Slack Support
• Kandjie
• ITSM Tool (Xurrent)
• Understanding ITIL methodologies
• Global Service Desk Agent

Job Summary

The Global 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., 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 (Bachelors degree preferred).
• 10 years in a technical support or service desk role.
• ITIL Foundation certification

Skills

• Basic networking knowledge
• Familiarity with Microsoft Office Suite and remote support tools
• Experience with ticketing systems and ITIL framework
• Lansweeper
• OKTA
• Crowdstrike
• UEM (JAMF & Intune)
• Google Workspace
• Slack Support
• Kandjie
• ITSM Tool (Xurrent)
• Understanding ITIL methodologies.
• ITIL Foundation certification