Senior Service Desk Agent

Khozer0 Projects; Gauteng; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A dynamic ICT solutions provider is seeking a Senior Service Desk Agent to provide first and second-line support. The ideal candidate holds a Bachelor's Degree in ICT with at least 3 years of experience, strong problem-solving and communication skills. The role offers a competitive remuneration package and opportunities for career development in a supportive work environment.

Benefits

Competitive remuneration package

Career development and training opportunities

Supportive work environment

Qualifications

• Minimum of 3 years' experience in an ICT Service Desk environment.
• Hands-on experience with remote desktop tools and IT Service Management (ITSM) software.

Responsibilities

• Provide first and second-line support to end-users.
• Log, track, and resolve incidents in line with SLAs.
• Mentor and guide junior service desk agents.

Skills

Strong communication skills

Problem-solving skills

Customer service skills

Education

Bachelor's Degree / National Diploma in ICT

A+ Certification (CompTIA)

ITIL Foundation Certification

Tools

IT Service Management (ITSM) software

Remote desktop tools

Job description

About Us

Khozer0 Projects Pty Ltd is a dynamic ICT solutions provider committed to delivering efficient, reliable, and customer-focused technology services.

Key Responsibilities

• Provide first and second-line support to end-users through phone, email, and remote desktop tools.
• Log, track, and resolve incidents, service requests, and problems in line with SLAs.
• Escalate unresolved issues to higher-level technical teams when necessary.
• Ensure proper documentation of incidents and solutions in ITSM systems.
• Mentor and guide junior service desk agents to improve team performance.
• Contribute to continuous service improvement initiatives.

Minimum Requirements

• Bachelor's Degree / National Diploma or equivalent qualification in ICT.
• Minimum of 3 years' experience in an ICT Service Desk environment.
• A+ Certification (CompTIA).
• ITIL Foundation Certification (advantageous).
• Hands-on experience with remote desktop tools and IT Service Management (ITSM) software.
• Strong communication, problem-solving, and customer service skills.

What We Offer

• Competitive remuneration package.
• Career development and training opportunities.
• A supportive, fast-paced work environment with room for growth.

How to Apply

Send your CV and supporting documents to with the subject line: Senior Service Desk Agent Application – Khozer0 Projects Pty Ltd