Service Desk Agent I

We are seeking an enthusiastic and service-oriented Service Desk Agent I to deliver first-level technical support to end-users. As the first point of contact for IT-related queries, you will log, troubleshoot, and resolve issues efficiently while providing a friendly and professional user experience. Ideal candidates have strong communication skills, a passion for tech, and a willingness to learn and grow in a dynamic support environment.

What You'll Do

• Excellent customer interaction.
• To ensure that we communicate accurately and timeously with the relevant clients regarding Incidents logged.
• Working well with another colleague/team player/willing to assist.
• Ensure that all correspondence is adhered to, executed, or noted in the correct manner.
• Following instructions, including customer Working Instructions (WI) or management instructions.
• Strong sense of responsibility in taking ownership of problems and seeing them through to completion.
• Meeting of the relevant Service Level Agreements in the Call Logging System by the Service Desk.
• Perform day-to-day tasks to ensure reliability, availability, and serviceability with minimal interruption to the client.

• English - Can converse and has the necessary email skills.
• Excellent Customer Interaction and communication.
• Soft skills qualifications and/or Call center/Service Desk experience.
• Service Desk Experience.
• Call Centre Experience.
• Event Management Experience.
• Incident Management Experience.
• Multi-tasking skills.
• Telecommunication experience.

• National Senior Certificate/ Matric/ N3/ Grade 12.
• A+.
• N+.
• Pass typical recruitment checks (reference, criminal checks, etc.).
• Qualifications/ knowledge preferred:
• ITIL v3 certification.
• Linux Unix qualifications and/or experience.
• Service Desk Experience.
• Call Centre Experience.

• Permanent Position.
• Location: Midrand.
• Work environment: Open Plan Office on Client site.
• Physical Demands: Sitting, Walking, Bending, Stretching, Climbing.
• Travel: Successful candidates must have either a personal vehicle and a valid driver's license for travel to and from work or access to a reliable transportation system that guarantees timely arrival.

Why work for us?

If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise.

You've arrived at iOCO Infrastructure Services (iOCO IS), where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires.

At our core, we're challengers, disruptors, and innovators. We're a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We're talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.

iOCO is an equal opportunity employer with an obligation to achieve its own unique EE objectives in the context of Employment Equity targets. Therefore, our employment strategy gives primary preference to previously disadvantaged individuals or groups.

• Adaptability.
• Authenticity.
• Partnership.
• Ingenuity.
• Mastery.