Senior Service Desk Engineer

Zenzero; Wes-Kaap; On-site; ZAR 300,000 - 450,000; Full time

Job summary

A leading service provider in South Africa is looking for a Senior Service Desk Engineer to deliver exceptional support to clients. This role involves answering calls, resolving issues, and ensuring adherence to performance targets. Candidates should demonstrate technical capabilities and possess strong communication skills, fluent in English. This position offers a chance to build lasting relationships within a dynamic team environment.

Qualifications

• Demonstrate technical capability necessary to perform duties.
• Hold recognised vendor certification(s) if applicable.
• Ability to communicate professionally in written and verbal formats.

Responsibilities

• Answer phone calls and resolve issues on first contact.
• Work on assigned tickets from various channels.
• Record work and time accurately.
• Ensure adherence to performance targets including KPIs and SLAs.
• Build working relationships across teams.

Skills

Technical capability

Interpersonal skills

Communication skills

Fluent in English

Education

Foundation level Microsoft certification, or equivalent

Job description

The Senior Service Desk Engineer role is critical to ensure the effective and continuous provision of service desk support to clients. You will provide exceptional standards of support to customers, across a variety of products, services and platforms. You will work with the Lifecycle Coordinator(s) and Service Desk Manager, to ensure tickets are worked on in an efficient manner and to support SLAs and provide a positive customer experience.

Responsibilities:

• Answer phone calls from end-users and working to resolve issues, on first contact, where possible.
• Work on tickets assigned to you. These may have been logged via telephone, portal, booking systems, email, or a chat.
• Record your work and time accurately, reflecting the effort expended. Making use of tooling to increase accuracy and timeliness of time entries.
• Communicating with customers, via the appropriate channels, always ensuring that written and verbal communication is professional and meets our standards.
• Ensure appropriate adherence to performance targets including KPIs and SLAs.
• Build excellent working relationships within the Service Desk team(s), with other teams within the Managed Services Department, as well as within the wider organisation.
• Work with Team Managers, Team Leaders and Account Managers to ensure positive outcomes for our customers.

Key Skills:

• This role requires that you can demonstrate a technical capability that is relevant to achieving the required duties and responsibilities. This may be via a Zenzero technical assessment, or by holding recognised vendor certification(s).
• Pluralsight Foundation role at Average, or above.
• Foundation level Microsoft certification, or equivalent.
• This role requires that you demonstrate the interpersonal and communication skills require to perform the role.
• Fluent in English, both written and spoken.