Service Desk Consultant
On-siteCape Town, Western Cape, South Africa
Job Summary
Provide first-level technical support for hardware, software, networking, and business applications while logging all requests in the service management system. Triage incidents and service requests, escalating to second or third-line support as needed, and monitor ticket queues to ensure timely resolution according to defined SLAs. Deliver customer service via phone, email, chat, or in-person, guiding users through troubleshooting and training where required. Create and maintain technical documentation, FAQs, and knowledge articles to contribute to continuous service improvement. Support user onboarding and offboarding by provisioning accounts and devices, tracking IT assets and peripheral inventory in the CMDB. Monitor system alerts, perform basic checks, updates, and maintenance tasks, and ensure accurate updates in the CMDB.
Required Qualifications
- Grade 12 / Matric certificate
- A+ and/or N+ certification or equivalent IT support qualification
- Minimum 1 - 3 years of experience in a Service Desk or IT Support environment
- Strong understanding of Windows Operating Systems
- Strong understanding of Microsoft 365
- Strong understanding of Basic networking
- Strong understanding of Remote desktop tools
Desired Qualifications
- ITIL Foundation Certification
- Experience with service management platforms such as ServiceNow
- Experience with service management platforms such as Freshservice
- Experience with service management platforms such as JIRA Service Management
- Exposure to Active Directory
- Exposure to VPNs
- Exposure to Endpoint security tools
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