<p>We are seeking a proactive and customer-focused Service Desk Agent with experience in incident management, call centre operations, and IT support, who can effectively monitor systems, manage call logging, and meet Service Level Agreements (SLAs) while ensuring clear and timely communication with clients. The ideal candidate will demonstrate strong multitasking, excellent customer interaction, and professional communication skills, with the ability to take ownership of issues through to resolution, work collaboratively within a team, and maintain high standards of service delivery</p><p><strong>What you'll do:</strong></p><ul><li>Provide proactive system monitoring</li><li>To ensure that we communicate accurately and timeously with the relevant clients regarding Incidents logged</li><li>Meeting of the relevant Service Level Agreements in the Call Logging System by the Service Desk</li><li>Ensure that calls are assigned to the next resolver groups within the specified timeframes</li><li>Working well with another colleague/team player/ willing to assist</li><li>Ensure that all correspondence is adhered to, executed, or noted in the correct manner</li><li>Following instructions including customer Working Instructions (WI) or management instructions</li></ul><p><strong>Your Expertise:</strong></p><ul><li>Telephony soft skills qualifications and/or Call center/Service Desk experience</li><li>English – Can converse and has the necessary email skills to be able to deal with relevant stakeholders</li><li>Excellent Customer Interaction and communication</li><li>Service Desk Experience</li><li>Call Centre Experience</li><li>Incident Management Experience</li><li>Multi-tasking skills</li><li>Telecommunication experience</li><li>Excellent customer interaction.</li><li>Positive attitude required with excellent telephone etiquette</li><li>Team player with good work ethic and attendance record</li><li>Self-driven – Get the job done</li><li>Requires performing daily application availability checks and event monitoring tasks</li><li>Strong sense of responsibility in taking ownership of problems and seeing them through till completion.</li><li>Excellent customer satisfaction, interaction and engagement</li><li>Go-getter</li></ul><p><strong>Qualifications:</strong></p><ul><li>Qualification Essential Competency<ul><li>National Senior Certificate/ Matric/ N3/ Grade 12</li><li>A+</li><li>N+</li></ul></li><li>Qualifications preferred<ul><li>ITIL v3 certification</li></ul></li></ul>

We are seeking an experienced and customer-focused Service Desk Agent with a strong background in first-line technical support and incident management. The successful candidate will be responsible for logging and managing support calls across multiple channels, ensuring timely ticket resolution, handling customer escalations, and maintaining SLA compliance. The role requires excellent communication and soft skills, experience with ticket management systems, and the ability to provide first call resolution for technical and ERP-related queries. What you'll do: Facilitate logging of calls via all channels (telephonic; walk-in; email) Accurately log calls on ticket management system Ensure tickets are regularly updated with relevant information to facilitate customer communication and timeous resolution Facilitate First Call Resolution of technical incidents and requests via phone or email First Call Response for customer ERP calls (training to be provided) Route tickets to second line and external Vendors to achieve call resolution Management of tickets to ensure compliance to resolution SLA Call related admin such as vendor management, high priority communication to users etc. Handling of complaints and escalations to ensure customer satisfaction Your Expertise: 5 years of Service Desk experience including first line support Qualifications: Qualification Essential Grade 12/ National Senior Certificate/ Matric A and/or N Excellent Soft Skills Pass typical recruitment checks (reference, criminal checks, etc.) Qualifications preferred ITIL Foundation V3 or ITIL Foundation 4 Technical IT Qualification

We are seeking a proactive and customer-focused Service Desk Agent with experience in incident management, call centre operations, and IT support, who can effectively monitor systems, manage call logging, and meet Service Level Agreements (SLAs) while ensuring clear and timely communication with clients. The ideal candidate will demonstrate strong multitasking, excellent customer interaction, and professional communication skills, with the ability to take ownership of issues through to resolution, work collaboratively within a team, and maintain high standards of service delivery What you'll do: 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 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 Incident Management Experience Multi-tasking skills Telecommunication experience 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 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 Go-getter Qualifications: Qualification Essential Competency National Senior Certificate/ Matric/ N3/ Grade 12 A N Qualifications preferred ITIL v3 certification