IT Service Desk Operative

Sigma Connected Group; Cape Town; On-site; ZAR 150 000 - 300 000; Full time

Job summary

An established industry player is seeking a dynamic 1st Line IT Service Desk Operative to join their vibrant team. In this role, you will be the frontline support for IT issues, ensuring efficient ticket resolution and high-quality service delivery. You will work collaboratively with a diverse team, contribute to process improvements, and help cultivate a proactive support environment. This is an exciting opportunity to grow your skills in a fast-paced setting while delivering exceptional service to stakeholders across multiple regions. If you are passionate about IT and eager to make a difference, this role is perfect for you.

Qualifications

• 2+ years of experience in 1st Line IT support or similar role.
• Proficient in diagnosing IT service issues and providing solutions.
• Strong communication and customer service skills.

Responsibilities

• Resolve IT tickets and ensure adherence to SLA's and quality standards.
• Provide first-line support for desktops, mobile devices, and printers.
• Contribute to the development of FAQs and training materials.

Skills

IT Service Desk Support

Communication Skills

Problem-Solving

Customer Service

Time Management

Service Improvement

Education

Relevant IT Qualification

ITIL v3 or v4 Certification

COMPTIA or similar technical qualifications

Tools

Microsoft Office (including 365)

Windows 7-11

LAN and VPN Technologies

Job description

What being part of the Sigma Family means for you

IT Service Desk Operative

As the 1st Line IT Service Desk Operative, you will work with a diverse team of engineers to provide high-performance break/fix, desktop support, and IT administrative functions to the Sigma user community in both the UK and South Africa territories. This will be done through resolving allocated tickets following defined procedures to strict performance criteria. You will report directly to the Global IT Service Desk Manager.

Location: Cape Town

A bit more about the Opportunity...

What Your Day-to-Day Will Look Like

You will work across the Service Desk within the IT team to ensure tickets are assigned and resolved expediently, that recurring tickets are identified, and that Service Desk Management personnel are notified accordingly. You will ensure that the processes and procedures followed are aligned with the agreed published standards. You will contribute to the development of FAQ’s and other training materials to increase pro-active support given to the Sigma User community.

You will also provide IT-related information to HR and to the Campaigns on request to support any HR-process-driven investigations. You will follow all corporate compliance and security processes when processing tickets and requests for services from all other parts of the wider business, you will also ensure that response and resolutions times are met, SLA’s are adhered to, Quality of tickets worked on are high and that skills are shared across the team from within the team and other IT teams.

You understand the nature of not being able to resolve a ticket or the inability to resolve an Incident or a Request that needs to be escalated to the correct resolver group that can resolve the ticket in the most timely manner. You encourage the development of information into the IT knowledge base to better support the IT Team and support “shift left” activity.

What amazing People will bring to the role

You are a person who has a passion for service improvement and a strong work ethic. You have excellent written and verbal communication skills, and you can manage your time well whilst working under minimal supervision, and have a great policy and procedural judgement. You are vibrant, energetic, full of charisma, and determined to make this role your own. You are passionate about delivering exceptional service to your stakeholders, and you are forward-thinking and driven to always be your best. You thrive in driving performance and cultivating great relationships with internal and external stakeholders. You are confident and strive to achieve the best results possible.

You embrace change and manage really well under pressure, you also deliver excellent customer service through various platforms. You have the willingness to learn and an ambition to shine!

Minimum requirements:

• You have 2 years of experience working in a 1st Line within IT or a similar role
• You have a relevant qualification in IT/ITIL v3 or v4
• You have COMPTIA or similar technical industry qualifications, such as a Microsoft Certified Professional.
• You can fault-find and diagnose any IT service or system issues that are presented in the form of an IT ticket.
• You have proficient knowledge of LAN, wireless, VPN, and other related network technologies, and you are familiar with Mobile and tablet technology.
• You have an investigative attitude in identifying root causes and an excellent background in solving laptop/hardware and software issues.
• You have experience in providing first-line support on desktops, mobile devices, printers, and related system/software issues.
• You have experience assisting with MS Office queries and user administration tasks
• You have excellent knowledge and experience working on Windows 7-11 and Microsoft Office (including 365)
• You are eager and have a willingness to learn to undergo training for professional development

Simple and Straight Forward Recruitment

We don’t see the value in making candidates jump through hoops. Once we receive your application via ICIMS, if you meet all relevant criteria as stipulated on the advert, we’ll proceed with further shortlisting & start your application process.

If you like the sound of being part of the Sigma Family, then don’t wait and get applying!