IT Service Desk Engineer

Hungry Lion; Stellenbosch; On-site; ZAR 180,000 - 230,000; Full time

Job summary

Hungry Lion is seeking an IT Service Desk Engineer in Stellenbosch to be the first point of contact for users, answering calls, logging requests in Freshservice, and providing basic troubleshooting within SLA.

You will classify incidents, route requests to the right teams, and keep customers updated while escalating to 2nd line when needed. A Diploma in IT is advantageous and Google Suite familiarity is expected.

Qualifications

• Diploma in IT is advantageous.
• Grade 12 is required/emphasized.
• At least 1 year in IT and call centre environment.
• Good understanding of computer software/hardware and mobile devices.
• Familiar with Google Suite products.

Responsibilities

• Be the first point of contact for customers during shifts.
• Answer inbound calls and log incidents promptly.
• Provide basic troubleshooting within SLA.
• Log tickets on Freshservice and classify incidents/requests.
• Route service requests to correct groups/vendors and keep customers updated.
• Escalate to 2nd line support when needed and track progress to resolution.

Skills

Customer service

Communication

Troubleshooting

Time management

English proficiency

Education

IT Diploma

Grade 12

Tools

Freshservice

Google Suite

Job description

The primary role of an IT Service Desk Engineer is to answer all incoming calls and log all requests reported by users accurately and efficiently as per the agreed process to provide the user with a positive experience of Hungry Lion.

This function includes answering all incoming calls, basic troubleshooting, ticket logging, monitoring, remote support via phone or online via support tools.

DUTIES/ RESPONSIBILITIES

• First point of contact for customers and end-users during the scheduled shift period
• All incidents to be managed promptly by answering of inbound telephone calls
• Providing basic troubleshooting within SLA
• Logging tickets on our ITSM tool, Freshservice
• Classification of Incidents and Requests accordingly by:
  • Ensuring that customer or store incidents are assigned the correct category, priority impact classification
  • Ensuring that the classification and categorisation of incidents and problemsis done with a high degree of accuracy
  • Ensuring that service requests are routed/assigned to the correct target groups and vendors for resolution
• Keeping track of incidents and keeping Customers/Stores informed on the status and progress of the incident and or request
• Monitoring and escalating incidents to relevant 2nd line support groups
• Following up with 2nd line support and the user to ensure that incidents are resolved within agreed SLAs
• Identifying duplicate / similar / matching incidents and identify potential problems
• Escalating incidents where necessary to ensure that appropriate action is taken

REQUIREMENTS

• A relevant Diploma specialising in IT (Advantageous)
• Grade 12
• Must have at least 1 years’ experience in the IT field and call centre environment
• Good understanding of computer software and hardware, mobile devices and other tech products
• Familiar with Google Suite products

COMPETENCIES

• Excellent customer service, verbal communication, phone skills and a high level of professionalism
• Must be able to demonstrate a customer-centric approach to support
• The ability to liaise and communicate confidently and professionally with internal and external customers at all levels in multiple countries
• Natural aptitude for troubleshooting & problem-solving in a timeous manner
• Excellent communication skills in English and one other official language
• The ability to work under high pressure in a fast-paced environment with numerous tasks handled simultaneously
• Provide after-hours and on-call support on a rotational basis, ensuring consistent availability for urgent technical assistance
• Quick analytic response to resolve issues in any situation
• Self-motivated and willing to learn, as well as always find the solution
• Ability to communicate technical issues to technical and non-technical employees