Service Desk Engineer (iOCO0096)

iOCO Limited; Cape Town; On-site; ZAR 300,000 - 420,000; Full time

Job summary

iOCO Limited is seeking a motivated Service Desk Engineer in Cape Town to support customers, log and manage incidents, monitor systems and resolve technical issues in a fast-paced environment.

The role requires strong communication, problem-solving and multitasking abilities, with knowledge of ITIL, Linux/Unix, SQL and Remedy/HP Service Desk advantageous. Permanent position with an emphasis on service levels and client satisfaction.

Qualifications

• Must have National Senior Certificate/Grade 12.
• A+ and N+ certifications are required.
• English communication via email with stakeholders is essential.
• ITIL v3 certification and Linux/Unix/SQL familiarity are advantageous.

Responsibilities

• Engage with customers to log, update and resolve incidents.
• Coordinate with resolver groups and service providers for timely resolution.
• Perform daily availability checks and event monitoring tasks.
• Ensure adherence to SLAs and proper ticket routing within target times.
• Communicate clearly with clients about incident status and resolutions.

Skills

Customer interaction

Multitasking

English communication

Education

Senior Certificate/Grade 12

A+ and N+

ITIL v3 certification

Linux/Unix experience

SQL experience

Tools

Remedy/HP Service Desk

HP BSM dashboard

NOC/NMC event monitoring

Job description

We are seeking amotivated and customer-focused Service Desk Engineer to join our team. The role provides an opportunity to support customers, manage incidents, monitor systems, and resolve technical issues in a fast-paced environment. The ideal candidate will demonstrate excellent communication, problem-solving, and multitasking skills.The successful candidate will be responsible for accurate incident logging, escalation, follow-ups, and coordination with resolver groups and service providers. Knowledge of ITIL, Linux/Unix, SQL, Remedy/HP Service Desk, and event or NOC monitoring will be advantageous.

What you'll do:

• Excellent 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 focused
• 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
• 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
• Engage with service providers for follow-ups and feedback on technical queries to ensure efficient and quick turnaround times on tickets logged.
• Go-getter

Your Expertise:

• Telephony soft skills qualifications
• English - Can converse and has the necessary email skills to be able to deal with relevant stakeholder
• Multi-tasking skills

Qualifications:

• Qualification Essential Competency
  • National Senior Certificate/ Senior Certificate/ Grade 12
  • A+ and N+
  • English - Can converse and has the necessary email skills to be able to deal with relevant stakeholders
  • Pass typical recruitment checks (criminal, qualification, ID verification checks, etc.)
• Qualifications preferred/ knowledge
  • ITIL v3 certification
  • Linux\\Unix qualifications and/or experience
  • SQL qualifications and/or experience
  • Application knowledge. (Morpheus 2, M2 Dealer, Service Base, Qnomy, Vodaview, Mediation Zone, FMS, SFG, etc.)
  • Remedy and/or HP Service desk experience
  • Event management, NOC/ NMC, HP BSM dashboard monitoring experience.

Other information applicable to the opportunity:

• Permanent position
• Location: Cape Town
• Physical Demands: Sitting, walking, bending, and lifting
• 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.