Service Desk Agent

Liham Consulting Pty (Ltd); Johannesburg; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A consulting firm in Johannesburg is seeking a Technical Support specialist to provide first-line support for various hardware and software issues. The ideal candidate will have a Matric certificate and 2-3 years of relevant experience along with necessary certifications. This role requires effective client communication and the ability to manage service desk queues.

Qualifications

• Minimum of 2-3 years of experience in technical support.
• CompTIA A+ and CompTIA N+ certifications required.
• ITIL Foundation Certificate needed.

Responsibilities

• Respond to service requests and incidents via various channels.
• Provide first-line technical support for hardware and software issues.
• Log and track incidents in the ticketing system.
• Monitor and manage service desk queues.

Skills

Technical support

Troubleshooting

Customer service

Network diagnostics

Education

Matric - Senior Certificate

Tools

Service desk ticketing systems

Remote support tools

Job description

Job Description

• Respond to service requests and incidents reported via telephone, email, or ticketing system.
• Provide first-line technical support and troubleshooting for hardware, software, and network-related issues.
• Assist users with password resets, account unlocks, and basic application support.
• Accurately log and track all incidents and service requests in the ticketing system.
• Follow up with customers to ensure issues are resolved and service levels are maintained.
• Monitor and manage service desk queues, ensuring that all tickets are managed within the established SLAs.
• Communicate effectively with clients and internal teams to keep them informed of ticket status and progress.
• Install and configure software and hardware.
• Perform basic network troubleshooting and diagnostics.
• Assist with user onboarding and offboarding processes, including setting up accounts and workstations.
• Identify recurring issues and suggest improvements to processes and systems.

Qualification and Skills

• Must have Matric - Senior Certificate.
• Must have minimum of 2-3 year's experience.
• Must have experience with service desk ticketing systems and remote support tools.
• Must have CompTIA A+ and CompTIA N+ certificates.
• Must have ITIL Foundation Certificate.
• Must be Microsoft Certified: Modern Desktop Administrator Associate.
• Must be Microsoft Certified: Azure Fundamentals.