Job Description
We are seeking a customer-focused and proactive Service Desk Engineer with strong service desk and call centre experience, excellent communication skills, and a positive, professional telephone manner. The ideal candidate will be a reliable team player with strong incident and event management abilities, committed to delivering exceptional customer service, proactive system monitoring, and timely incident resolution while meeting SLA requirements. A solid understanding of service desk operations, multitasking, telecommunication environments, and technical support fundamentals (A+, N+, and preferably ITIL/Linux/Unix exposure) will be highly 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
- 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 experience
Qualifications:
- Qualification Essential Competency
- National Senior Certificate/ Matric/ N3/ Grade 12
- A+
- N+
- Pass typical recruitment checks (reference, criminal checks, etc.)
- Qualifications preferred/ knowledge
- ITIL v3 certification
- Linux\Unix qualifications and/or experience
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other IT/Computer Jobs in Western Cape
The Western Cape, situated on the south coast of South Africa, is home to a thriving IT industry that offers a diverse range of career opportunities for professionals with expertise in various fields.
The job market in the Western Cape is highly competitive, with many major companies and startups operating in the region. The province’s strategic location, combined with its well-developed infrastructure, makes it an attractive hub for businesses looking to establish themselves in Africa. As a result, there is a high demand for skilled IT professionals who can support the growth of these companies.
The average salary ranges for IT professionals in the Western Cape are as follows: software engineers and developers can expect to earn between R800 000 to R1 200 000 per annum; data scientists and analysts can range from R600 000 to R900 000; cybersecurity specialists can earn anywhere from R500 000 to R800 000; and IT project managers can command salaries ranging from R400 000 to R700 000. These figures are based on industry standards and may vary depending on factors such as experience, qualifications, and company size.
To succeed in an IT career in the Western Cape, professionals need to possess a range of key skills, including programming languages (Java, Python, C++), data structures and algorithms, software development methodologies, cloud computing (AWS, Azure, Google Cloud), cybersecurity principles, and excellent communication skills. Additionally, knowledge of industry-specific tools and technologies, such as SAP or Oracle, can be highly valued.
Several major companies and industries are actively hiring IT professionals in the Western Cape. For example, tech giants like IBM and Dell have a strong presence in the region, while financial institutions such as Standard Bank and First National Bank also have significant IT departments. The automotive industry is another major sector that employs IT professionals, with companies like Toyota and Volkswagen having operations in the province.
Career growth opportunities are plentiful for IT professionals in the Western Cape, with many companies offering training and development programs to help employees upskill and reskill. With experience, professionals can move into senior roles such as technical lead or manager, or transition into related fields like business analysis or consulting. The region’s entrepreneurial spirit also makes it an ideal location for startups, providing opportunities for IT professionals to launch their own businesses or join innovative companies that are shaping the future of technology.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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