Service Desk Consultant

Boardroom Appointments; oThongathi; On-site; ZAR 180,000 - 260,000; Full time

Job summary

Boardroom Appointments in South Africa seeks a Service Desk/IT Support professional to deliver first-line technical assistance across hardware, software, and networks. You will log calls, triage incidents, and ensure resolution within SLA guidelines.

The role requires Matric, IT certifications, and 1–3 years' experience. You will support Active Directory, VPNs, Microsoft 365, and basic networking, with opportunities to grow ITIL knowledge.

Qualifications

• Matric and IT certifications completed.
• 1–3 years in a Service Desk or IT Support role.
• Familiarity with Windows OS, Microsoft 365, and basic networking.
• ITIL Foundation and service-management tools are preferred.

Responsibilities

• Provide first-level technical support for hardware, software, networking, and business applications.
• Accurately log all support calls and service requests in the service management system.
• Triage and resolve incidents and service requests where possible, escalating when necessary.
• Monitor ticket queues and ensure timely resolution according to defined SLAs.
• Deliver exceptional customer service via phone, email, chat, or in-person.
• Guide users through troubleshooting steps and provide training where needed.
• Communicate clearly with technical and non-technical users; follow up to ensure resolution.
• Create and maintain accurate technical documentation, FAQs, and knowledge articles.
• Contribute to continuous service improvement by identifying trends and recurring issues.
• Support user onboarding and offboarding by provisioning or deactivating accounts and devices.
• Track and manage IT assets and peripheral inventory, ensuring CMDB updates.
• Install, configure, and support end-user devices and software per standards.
• Monitor system Alerts and perform basic checks, updates, and maintenance.

Skills

Service Desk experience

IT Support

Customer communication

Education

Grade 12 / Matric

A+ and/or N+ certification

ITIL Foundation Certification

Tools

ServiceNow

Freshservice

JIRA Service Management

Active Directory

VPNs

Job description

Grade 12 / Matric certificate.

A+ and/or N+ certification or equivalent IT support qualification.

Minimum 1- 3 years of experience in a Service Desk or IT Support environment.

Strong understanding of:

Windows Operating Systems

Microsoft 365

Basic networking

Preferred Qualifications

ITIL Foundation Certification

Experience with service management platforms such as:

ServiceNow

Freshservice

JIRA Service Management

Exposure to:

Active Directory

VPNs

Endpoint security tools

Key Responsibilities

Provide first-level technical support for hardware, software, networking, and business applications.

Accurately log all support calls and service requests in the service management system.

Triage and resolve incidents and service requests where possible, escalating to second or third-line support when necessary.

Monitor ticket queues and ensure timely resolution according to defined SLAs.

2. Customer Support

Deliver exceptional customer service via phone, email, chat, or in-person.

Guide users through troubleshooting steps and provide training where needed.

Communicate clearly and effectively with both technical and non-technical users.

Follow up with users to ensure issues are resolved satisfactorily.

3. Knowledge Base & Documentation

Create and maintain accurate technical documentation, FAQs, and knowledge articles.

Contribute to continuous service improvement by identifying trends and recurring issues.

4. IT Asset & Access Management

Support user onboarding and offboarding by provisioning or deactivating accounts and devices.

Track and manage IT assets and peripheral inventory, ensuring updates in the CMDB.

Install, configure, and support end-user devices and software as per organizational standards.

5. System Monitoring & Maintenance

Monitor system alerts and take appropriate action based on predefined procedures.

Perform basic system checks, updates, and maintenance tasks as required.