Service Desk Agent I (iOCO0182)

iOCO Limited; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

iOCO Infrastructure Services (iOCO IS) is seeking a proactive Service Desk Agent to monitor applications, manage incidents, and ensure timely resolution of service requests at a client site in Cape Town.

The role requires strong communication, incident management, and event monitoring skills, with a focus on meeting SLAs and providing excellent customer service. A+ and N+ certifications are beneficial, ITIL v3 preferred, and prior service desk or call centre experience is valued.

Qualifications

• Matric or equivalent
• A+ and N+ certifications
• ITIL v3 certification is a plus
• Experience in service desk or call centre environments
• Strong English communication and customer-facing skills
• Ability to pass standard recruitment checks (reference, criminal, etc.)

Responsibilities

• Perform daily application availability checks and event monitoring.
• Provide proactive system monitoring and incident logging.
• Communicate incidents accurately and timely with clients and stakeholders.
• Meet SLAs in the Call Logging System by the Service Desk.
• Route calls to the next resolver groups within defined timeframes.
• Collaborate effectively with colleagues and other teams.
• Document all correspondence and actions per working instructions.

Skills

Customer service

Incident management

Communication

English proficiency

Team player

Multi-tasking

Telephony skills

Call center experience

Education

National Senior Certificate/ Matric/ N3/ Grade 12

A+

N+

ITIL v3 certification (preferred)

Job description

Are you a Service Desk Agent who thrives on solving problems and keeping systems running smoothly? We’re looking for a proactive go-getter who can monitor applications, manage incidents, and ensure timely resolution of service requests. Customer-focused and proactive Service Desk Agent with strong communication, incident management, event monitoring and customer service skills. Experienced in supporting system availability, monitoring applications, logging and escalating incidents, and ensuring timely communication with stakeholders. Committed to meeting Service Level Agreements (SLAs), resolving issues efficiently, and maintaining accurate documentation in line with established procedures.

What you'll do:

• Requires performing daily application availability checks and event monitoring tasks
  
• Provide proactive system monitoring
• To ensure that we communicate accurately and timeously with the relevant clients regarding Incidents logged
• Meeting of the relevant Service Level Agreements in the Call Logging System by the Service Desk
• Ensure that calls are assigned to the next resolver groups within the specified timeframes
• 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

Your Expertise:

• Positive attitude required with excellent telephone etiquette
• Team player with good work ethic and attendance record
• Self-driven - Get the job done
• Strong event management abilities with customer focused
• Strong sense of responsibility in taking ownership of problems and seeing them through till completion.
• Excellent customer satisfaction, interaction and engagement
  
• Go-getter
• Telephony soft skills qualifications and/or Call center/Service Desk experience
• English - Can converse and has the necessary email skills to be able to deal with relevant stakeholders
• Excellent Customer Interaction and communication
• Service Desk Experience
• Call Centre Experience
• Event Management Experience
• Incident Management Experience
• Multi-tasking skills
• Telecommunication experience

Qualifications:

• Qualification Essential Competency
  • National Senior Certificate/ Matric/ N3/ Grade 12
    
  • A+
    
  • N+
    
  • Pass typical recruitment checks (reference, criminal checks, etc.)
• Qualifications preferred/ knowledge
  • ITIL v3 certification
  • Service Desk Experience
  • Call Centre Experience

Other information applicable to the opportunity:

• Permanent position
• Location: Cape Town
• Work environment:Customer site Bellville (Techno)
• Physical Demands: Sitting, Walking, Bending
• Travel:Must have a vehicle and a valid driver’s license to travel to work and back or a reliable transport system to be on time for work.
  

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.