IT Service Desk Pro: Remote & Onsite Support

Alpha Bpo; KwaZulu-Natal; Hybrid; ZAR 180,000 - 240,000; Full time

Job summary

Alpha BPO seeks a proactive IT Service Desk Agent to provide first-line technical support for employees across onsite and remote operations. You will troubleshoot issues, log tickets, and ensure timely resolution or escalation in line with SLAs.

Responsibilities include supporting Windows devices, Microsoft 365, user accounts, peripherals, printers, and connectivity, plus onboarding/offboarding and maintaining accurate records. Strong communication and reliability are essential.

Qualifications

• ICT Diploma or Degree, OR CompTIA A+ and Network+ certifications completed or equivalent demonstrable knowledge.
• 1-2 years' experience in an IT Service Desk, Desktop Support, or similar IT support environment.
• Experience troubleshooting desktop hardware, printers, and user accounts.

Responsibilities

• Provide first-line IT support to onsite and remote employees.
• Log, categorise, prioritise, troubleshoot, and document service desk incidents.
• Escalate unresolved issues per SLA and business impact.
• Support Windows devices, Microsoft 365, user accounts, peripherals, printers, and connectivity.
• Perform software installations, device configurations, and endpoint onboarding/offboarding.
• Maintain accurate ticket updates and asset records.
• Adhere to security policies and change control processes.
• Deliver professional customer service to end users.

Skills

Customer support

Troubleshooting

Remote support

Education

ICT Diploma or Degree

CompTIA A+ and Network+ certifications

Job description

Alpha BPO seeks a proactive IT Service Desk Agent to provide first-line technical support for employees across onsite and remote operations. You will troubleshoot issues, log tickets, and ensure timely resolution or escalation in line with SLAs.

Responsibilities include supporting Windows devices, Microsoft 365, user accounts, peripherals, printers, and connectivity, plus onboarding/offboarding and maintaining accurate records. Strong communication and reliability are essential.