IT Service Desk Agent

Job Title: IT Service Desk Agent

Location: Cape Town

Company Overview
Lesaka is a leading South African financial technology company. We deliver financial services to consumers (B2C) and merchants (B2B) in Southern Africa through our proprietary banking and payment technologies. We offer banking, lending and insurance products to consumers and cash management solutions, bill payment technologies, value-added services, business funding and card acquiring solutions to formal and informal retail merchants.

Job Summary
We are looking for a skilled IT Service Desk Agent to join our team. The IT Service Desk Agent will be the first point of contact for customers seeking technical assistance over the phone, email, or chat. The ideal candidate will have excellent problem-solving skills and a strong technical background to provide effective support and ensure smooth IT operations.

Key Responsibilities

1. Provide first-level technical support to customers via phone, email, and chat.
2. Diagnose and escalate technical issues related to hardware, software, and network systems.
3. Log and manage incidents ensuring accurate and timely updates.
4. Escalate unresolved incidents to the appropriate technical teams and management.
5. Monitor and follow up on outstanding incidents to ensure timely resolution.
6. Maintain documentation of common issues and solutions for future reference.
7. Create or improve monitoring tools to ensure all issues are diagnosed and escalated.
8. Support tickets to be attended to and closed within SLA’s.

Required Skills And Qualifications

1. High school diploma or equivalent; an Associate's or Bachelor's degree in a relevant technical field is preferred.
2. Proven experience in a similar role, preferably in an IT service desk or help desk environment.
3. Strong knowledge of computer systems, networks, and common software applications.
4. Experience with ticketing systems (e.g. Jira, ServiceNow, Remedy).
5. Excellent communication and interpersonal skills.
6. Strong problem-solving and analytical abilities.
7. Ability to work independently and as part of a team.
8. Customer-focused with a commitment to providing high-quality service.
9. Experience with monitoring tools such as Datadog.

Preferred Qualifications

1. Certifications such as CompTIA A+, or Microsoft Certified Professional (MCP).
2. Experience with remote support tools and techniques.

Working Conditions
Full-time position within shift work framework. Office-based. Collaborative team environment with opportunities for professional development.