SERVICE DESK AGENT – CAPE TOWN – WESTERN CAPE

Tych Business Solutions; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A technology support company is seeking a Technical Support Specialist to handle incoming support requests and resolve technical issues. The role requires a Matric and equivalent A+, N+, ITIL certifications, and a minimum of 3 years in a technical support role. Ideal candidates will be familiar with ITIL frameworks and possess basic networking knowledge. This position is crucial for maintaining smooth operations and timely user support.

Qualifications

• Matric and A+, N+, ITIL Foundation certifications required.
• Minimum 3 years in technical support or service desk role.
• Bachelor's degree would be a bonus.

Responsibilities

• Respond to incoming support requests via multiple channels.
• Diagnose and resolve technical issues related to various devices.
• Log and manage incidents using ITSM tools.
• Maintain accurate documentation of support activities.
• Monitor system alerts and prioritize incidents.

Skills

Basic networking knowledge

Familiarity with Microsoft Office Suite

Experience with ticketing systems

Understanding ITIL methodologies

O365

Google Workspace

Education

Matric and equivalent certification A+, N+, ITIL Foundation

Bachelor's degree

Job description

Responsibilities:

• Respond to incoming support requests via phone, email, chat, and ticketing systems.
• Diagnose and resolve basic technical issues related to desktops, laptops, mobile devices, printers, and software applications.
• Log and manage incidents and service requests using ITSM tools (e.g., Xurrent, ServiceNow, Remedy).
• Escalate unresolved issues to appropriate resolver groups or higher support tiers.
• Maintain accurate documentation of all support activities and resolutions.
• Monitor system alerts and prioritize incidents based on impact and urgency.
• Provide remote support and guidance to users across different time zones.
• Contribute to the knowledge base by documenting solutions and troubleshooting steps.
• Ensure compliance with ITIL processes and internal policies.
• Participate in major incident management and post-incident reviews.

Qualifications:

• Matric and equivalent certification A+, N+, ITIL Foundation (Bachelors degree would be a bonus).
• 3 years in a technical support or service desk role.

Skills:

• Basic networking knowledge
• Familiarity with Microsoft Office Suite and remote support tools
• Experience with ticketing systems and ITIL framework
• O365
• Google Workspace
• Understanding ITIL methodologies