Job Description
Cape Town – Western Cape – South Africa
- Deliver responsive and effective 1st/2nd line support for software, hardware, and core applications via ServiceNow, Microsoft Teams, walk-ups, or phone.
- Accurately log and manage incidents and service requests, maintaining detailed records in line with ITIL best practices.
- Provide clear, user-friendly communication and technical guidance to end-users of varying technical abilities.
- Maintain and update tickets with relevant progress notes and status updates.
- Own incidents from initial report to resolution, ensuring minimal handovers and timely follow-ups.
- Prioritize and manage multiple open cases, escalating as needed with full context and troubleshooting steps taken.
- Use tools such as Microsoft Copilot, Power Automate, and ServiceNow Virtual Agent to streamline tasks and improve user experience.
- Proactively diagnose and resolve issues, leveraging logs and monitoring tools to prevent repeat incidents.
- Collaborate with internal technical and product teams to resolve complex or systemic issues.
- Maintain real-time communication with users during incidents to ensure a positive and transparent support experience.
- Contribute to and update the knowledge base to enable user self-help and team learning.
- Analyse support trends to identify recurring issues, suggesting process improvements and automation opportunities.
- Perform user administration tasks: password resets, AD group updates, etc.
- Participate in on-call and after-hours support on a rotational basis.
- Promote self-service portals and digital adoption, educating users on best practices.
- Uphold company policies regarding data security, compliance, and confidentiality.
- Share knowledge, mentor team members, and promote a collaborative team culture.
- Degree in Information Systems, Computer Science or a related field (or equivalent experience).
- 3+ Years of experience in IT Support, Service Desk or IT Service Management with a focus on remote support and high-volume requests.
- ITIL knowledge and experience applying ITSM best practices.
- Strong troubleshooting and problem-solving skills for software, hardware and cloud environments, supporting users remotely across different locations.
- Proficiency with Microsoft 365, Windows 10/11, Azure, Intune, OneDrive, SharePoint and Teams.
- Knowledge of IT asset and application management, including Citrix, Bloomberg, FactSet, ThinkFolio or Charles River.
- Experience with IT security tools such as Mimecast, anti-virus solution and endpoint security platforms.
- Experience with endpoint monitoring tools (e.g. SysTrack) for proactive troubleshooting and automation.
- ServiceNow expertise – administration, configuration, development, workflows, automation and integrations.
- Tech-first mindset, embracing AI and automation driven tools like PowerApps, Microsoft Copilot.
- Excellent communication skills clear, proactive and user focused support.
- Ability to work independently and collaboratively within a fast-paced, evolving IT environment.
- A client focused and collaborative approach.
- Ability to analyse, interpret and assimilate information.
- Driven by results.
- The ability to approach and own and continuously seeks out opportunities for development.
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