Proactive Service Desk Agent — Incident & SLA Expert

iOCO Limited; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

iOCO Infrastructure Services (iOCO IS) is seeking a proactive Service Desk Agent to monitor applications, manage incidents, and ensure timely resolution of service requests at a client site in Cape Town.

The role requires strong communication, incident management, and event monitoring skills, with a focus on meeting SLAs and providing excellent customer service. A+ and N+ certifications are beneficial, ITIL v3 preferred, and prior service desk or call centre experience is valued.

Qualifications

• Matric or equivalent
• A+ and N+ certifications
• ITIL v3 certification is a plus
• Experience in service desk or call centre environments
• Strong English communication and customer-facing skills
• Ability to pass standard recruitment checks (reference, criminal, etc.)

Responsibilities

• Perform daily application availability checks and event monitoring.
• Provide proactive system monitoring and incident logging.
• Communicate incidents accurately and timely with clients and stakeholders.
• Meet SLAs in the Call Logging System by the Service Desk.
• Route calls to the next resolver groups within defined timeframes.
• Collaborate effectively with colleagues and other teams.
• Document all correspondence and actions per working instructions.

Skills

Customer service

Incident management

Communication

English proficiency

Team player

Multi-tasking

Telephony skills

Call center experience

Education

National Senior Certificate/ Matric/ N3/ Grade 12

A+

N+

ITIL v3 certification (preferred)

Job description

iOCO Infrastructure Services (iOCO IS) is seeking a proactive Service Desk Agent to monitor applications, manage incidents, and ensure timely resolution of service requests at a client site in Cape Town.

The role requires strong communication, incident management, and event monitoring skills, with a focus on meeting SLAs and providing excellent customer service. A+ and N+ certifications are beneficial, ITIL v3 preferred, and prior service desk or call centre experience is valued.