Job: Product Support Analyst Graduate

Company : CSG; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Job summary

CSG in Cape Town is seeking a Service Desk support professional to join the team. You will be the frontline point of contact, recording incidents, gathering details, and coordinating with the Service Desk to ensure swift resolution.

The role emphasizes communication with customers and accurate ticket logging, with a focus on service quality. The ideal candidate has an undergraduate IT or business-related qualification, exposure to accounting/finance, strong analytical skills, and proficiency in

Qualifications

• Undergraduate IT or business-related degree or diploma.
• Exposure to accounting/finance is a plus.
• Analytical approach to problem solving and data analysis.

Responsibilities

• You will report to the Service Desk Director.
• You will work with the Service Desk Team.
• You will interact with customers, create initial tickets, and facilitate the first contact from inquiries or incidents.
• You will gather incident details and record in the tracking system, including description, customer information, affected components, business impacts, workflow, severity, and escalate when unresolved.

Skills

Analytical mindset

English proficiency

Education

Undergraduate qualification in IT or business-related field

Tools

Microsoft Office (Word, Excel, Outlook)

Job description

We want your diverse perspective and unique background to help us enrich the work we do together. We believe that by channeling the power of all, we make ordinary customer and employee experiences extraordinary. Channel the power of YOU and begin the journey to becoming a CSGer.

Responsibilities

• You will report to the Service Desk Director
• You will work with the Service Desk Team
• You will be contributing towards being in direct contact with the customer and serving as an important part of the Service Desk while answering questions, creating initial tickets, and facilitating the initial call from external customer inquiries or incidents
• You will gather incident details and record in the tracking system, including incident description and customer information, a component of the product or services affected, business impacts, workflow and subsequent severity level, and escalating customer incidents when unable to resolve within the service desk

Qualifications

• Undergraduate qualification in IT or a Business-related qualification
• Exposure to accounting/ finance
• Analytical attitude
• Proficient in Microsoft Office (Word, Excel, and Outlook) skills
• Proficient in English in a business environment