Service Desk Agent (iOCO0116)

iOCO Limited; Cape Town; On-site; ZAR 240,000 - 320,000; Full time

Job summary

iOCO Limited is seeking a proactive Service Desk Agent in Cape Town to monitor systems, communicate with clients, and ensure SLAs are met. The role requires strong telephony and customer interaction skills and experience in a service desk/call centre environment.

The position is permanent and based on customer site in Cape Town, with daily operational responsibilities including incident management and event monitoring.

Qualifications

• National Senior Certificate / Matric / N3 / Grade 12 is required.
• A+ and N+ certifications are preferred.
• Recruitment checks (reference, criminal checks, etc.) must be passed.

Responsibilities

• Provide proactive system monitoring and timely incident communication.
• Ensure incidents are logged, tracked, and SLAs met.
• Assign calls to appropriate resolver groups within timeframes.
• Coordinate with colleagues and stakeholders with clear documentation.

Skills

Call center experience

Service desk experience

Event management

Incident management

Multi-tasking

English communication

Customer interaction

Telephony skills

Team player

Self-driven

Telecommunication experience

Education

Matric / Grade 12

A+

N+

Background checks

Tools

ITIL v3 certification

Job description

We are seeking a proactive and customer-focused Service Desk Agent with strong experience in incident and event management within a call centre or service desk environment. The ideal candidate will be responsible for monitoring systems, ensuring timely and accurate communication with clients, and consistently meeting Service Level Agreements (SLAs). The successful candidate will demonstrate excellent communication and telephony skills, with the ability to engage professionally with stakeholders and handle multiple tasks efficiently

What you'll do:

• 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
• Go-getter

Your Expertise:

• 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 experienceExcellent customer interaction.
• 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 focussed
• Requires performing daily application availability checks and event monitoring tasks
• Strong sense of responsibility in taking ownership of problems and seeing them through till completion.
• Excellent customer satisfaction, interaction and engagement
• Call Centre Experience
• Service Desk Experience

Qualifications:

• Qualifications Essential
  • National Senior Certificate/ Matric/ N3/ Grade 12
  • A+
  • N+
  • Pass typical recruitment checks (reference, criminal checks, etc.)
• Qualifications Preferred
  • ITIL v3 certification

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.