Service Desk Advisor - Incident & SLA Specialist

Collinson Group; Cape Town; Presencial; ZAR 180 000 - 240 000; Tempo integral

Resumo da oferta

Collinson Group in Cape Town seeks a proactive Technical Helpdesk agent to support clients through first-line incident and request management. You will log tickets, capture data accurately, communicate updates, and work with resolver groups to drive timely resolutions.

The role requires excellent written and spoken English, a customer-first mindset, and willingness to work a 24/7 rotation. You will own the customer communication throughout the ticket lifecycle and contribute to knowledge sharing

Qualificações

• Experience in a technical helpdesk environment.
• Excellent client-facing communication skills.
• Fluent written and spoken English.
• Willingness to work 24/7 rotation shifts.
• Able to form close working relationships with internal and external teams.

Responsabilidades

• Call reception and ticket logging with accurate data capture and high service levels.
• Manage SLA and escalation processes, including major incident workflows.
• Own customer communication throughout the ticket lifecycle and provide timely updates.
• Coordinate with resolver groups and knowledge bases to resolve incidents.

Conhecimentos

Technical helpdesk experience

Customer service

Excellent communication

Team player

Willingness to rotate shifts

Fluent English

Descrição da oferta de emprego

Collinson Group in Cape Town seeks a proactive Technical Helpdesk agent to support clients through first-line incident and request management. You will log tickets, capture data accurately, communicate updates, and work with resolver groups to drive timely resolutions.

The role requires excellent written and spoken English, a customer-first mindset, and willingness to work a 24/7 rotation. You will own the customer communication throughout the ticket lifecycle and contribute to knowledge sharing