Service Desk Advisor — 24/7 Incident & SLA Champion

collinsongroup; Cape Town; On-site; ZAR 180,000 - 270,000; Full time

Job summary

Collinson Group in Cape Town is seeking a proactive Helpdesk/Service Desk professional to manage calls and chats, log and escalate tickets, and keep customers informed throughout the lifecycle. The role requires 24/7 shift availability and a customer-first mindset to resolve incidents efficiently.

The position emphasizes accurate data capture, adherence to SLA, and collaboration with resolver groups to ensure prompt resolutions and knowledge-base improvements.

Qualifications

• Experience in a technical helpdesk environment and a willingness to learn.
• Excellent client-facing communication in English.
• Ability to manage tickets end-to-end from logging to resolution.
• Comfort working in a 24/7 shift rotation.

Responsibilities

• Answer calls and chats with accurate data capture and high service levels.
• Log tickets with correct priority based on impact and urgency.
• Allocate tickets using knowledge support and tools on first contact.
• Escalate to resolver groups when needed.
• Communicate updates throughout ticket lifecycle to customers.
• Own incident and resolution flow with timely stakeholder updates.
• Fulfill requests within scope and maintain customer focus.

Skills

Client communication

Incident management

SLA compliance

Escalation procedures

24/7 shifts

Tools

Ticketing system

Knowledge base

Job description

Collinson Group in Cape Town is seeking a proactive Helpdesk/Service Desk professional to manage calls and chats, log and escalate tickets, and keep customers informed throughout the lifecycle. The role requires 24/7 shift availability and a customer-first mindset to resolve incidents efficiently.

The position emphasizes accurate data capture, adherence to SLA, and collaboration with resolver groups to ensure prompt resolutions and knowledge-base improvements.