GLOBAL SERVICE DESK AGENT (6 MONTHS FTC) – CAPE TOWN – WESTERN CAPE

Tych Business Solutions; Cape Town; On-site; ZAR 500 000 - 700 000; Full time

Job summary

A technology support company in Cape Town is seeking an experienced technical support specialist to manage support requests and resolve technical issues. Candidates should have at least 10 years of experience in a technical support role, strong knowledge of ITIL practices, and familiarity with ticketing systems. This role requires excellent problem-solving skills and the ability to provide remote support across different time zones.

Qualifications

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

Responsibilities

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

Skills

Basic networking knowledge

Familiarity with Microsoft Office Suite

Experience with ticketing systems

O365

Lansweeper

OKTA

Crowdstrike

UEM (JAMF & Intune)

Google Workspace

Slack Support

Kandjie

ITSM Tool (Xurrent)

Understanding ITIL methodologies

Education

Matric and equivalent

Bachelors degree preferred

Job description

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
• O365
• Lansweeper
• OKTA
• Crowdstrike
• UEM (JAMF & Intune)
• Google Workspace
• Slack Support
• Kandjie
• ITSM Tool (Xurrent)
• Understanding ITIL methodologies.
• ITIL Foundation certification