iOCO Infrastructure Services Invites You to Explore Possibilities. We are seeking a customer-focused Service Desk Engineer to join our IT support team. In this role, you will be responsible for providing first-line technical assistance to users, resolving IT issues efficiently, and ensuring a high level of service delivery. You will handle incidents and service requests via phone, email, and remote tools, while maintaining accurate records within our ticketing system. The ideal candidate has strong troubleshooting abilities, excellent communication skills, and a proactive approach to problem-solving in a fast-paced environment. What you’ll do: Excellent customer interaction both Telephonic and Email. Ensure that all tickets are always logged accurately. Engage with resolve groups for follow-ups and feedback on technical queries to ensure efficient and quick turnaround times on tickets logged. Achievement of First Line Resolution (FLR) percentage. To ensure that we communicate accurately and timeously with the relevant clients regarding Incidents or Request 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. Adhere to the Service Desk QA standards. Your expertise: Telephonic soft skills English – Can converse and has the necessary email skills Excellent Customer Interaction and communication Qualifications required: National Senior Certificate/ Matric/ N3/ Grade 12 A N Pass typical recruitment checks (reference, criminal checks, etc.) Qualifications preferred: ITIL v3 certification Manage Engine and/or HP Service desk experience Other information applicable to the opportunity: Contract Position: Location: Midrand Work environment: Office based Physical Demands: Sitting, Walking, Bending Travel: Must have 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.

Service Desk Engineer position available in North Johannesburg, Midrand. This job position was posted by . The job has been posted on 2025-04-12 in the It Computing Software category

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