IT Helpdesk Specialist - Remote Desktop Support

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

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.