Stellenbosch: Helpdesk Service Controller posted by ICTEngage

Job Description

The Helpdesk Service Controller is responsible for being the first point of contact for all IT-related incidents and service requests. The role ensures efficient logging, categorization, and resolution or escalation of issues, while maintaining a high standard of customer service and communication.

Key Responsibilities

Serve as the first point of contact for clients via phone, email, and ticketing systems.

Accurately log and categorize all incoming incidents and service requests using Aluxium.

Provide first-level technical support, troubleshooting, and resolution for common IT issues.

Escalate unresolved issues to the appropriate 2nd/3rd line support teams.

Assign and reassign tickets to appropriate technicians based on availability and issue type.

Keep clients informed of ticket progress and resolution timelines.

Monitor system alerts via PRTG, Zabbix, and RT, and report relevant alarms to technical teams.

Verify the resolution of incidents with clients and close tickets accordingly.

Perform courtesy follow-up calls to evaluate client satisfaction post-resolution.

Schedule on-site support or installations where remote assistance is not viable.

Communicate planned maintenance and service disruptions to clients/partners.

Maintain documentation and compile reports on service metrics and incident trends.

Support internal communication with the relevant teams and departments and escalate potential risks proactively.

Assist in general administrative tasks as required by the Global Service Desk Manager.

Required Knowledge, Skills, and Abilities

Strong knowledge of IT support principles and basic networking.

Experience with helpdesk/ticketing systems (e.g., Aluxium or similar).

Excellent interpersonal and customer service skills.

Ability to troubleshoot and resolve technical issues at first contact.

Good organizational, time management, and administrative skills.

Dependable with a proactive approach to work.

Ability to work well in a team-oriented environment.