Service Desk Consultant

Boardroom Appointments; oThongathi; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A recruitment agency seeks an IT Support Technician to provide first-level support for hardware and software issues. This role involves logging support calls, resolving incidents, and delivering exceptional customer service. Candidates should have a Matric certificate, A+ and/or N+ certification, and a minimum of 1-3 years in IT support. Ideal proficiency includes Windows, Microsoft 365, and basic networking. The position is based in oThongathi, KwaZulu-Natal, South Africa.

Qualifications

• Minimum 1-3 years of experience in a Service Desk or IT Support environment.
• Strong understanding of systems and basic networking.
• ITIL Foundation Certification is preferred.

Responsibilities

• Provide first-level technical support for hardware, software, networking, and business applications.
• Accurately log all support calls and service requests.
• Monitor ticket queues and ensure timely resolution.

Skills

Windows Operating Systems

Microsoft 365

Basic networking

Endpoint security tools

Customer service

Education

Grade 12 / Matric certificate

A+ and/or N+ certification

Tools

ServiceNow

Freshservice

JIRA Service Management

Job description

Qualifications

• 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
• Endpoint security tools

Preferred Qualifications

• ITIL Foundation Certification
• Experience with service management platforms such as:
• • ServiceNow
  • Freshservice
  • JIRA Service Management
• Exposure to:
• • Active Directory
  • VPNs

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.

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.

Knowledge Base & Documentation

• Create and maintain accurate technical documentation, FAQs, and knowledge articles.
• Contribute to continuous service improvement by identifying trends and recurring issues.

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.

System Monitoring & Maintenance

• Monitor system alerts and take appropriate action based on predefined procedures.
• Perform basic system checks, updates, and maintenance tasks as required.