297 Helpdesk Lead jobs in South Africa

Our client with a national footprint requires a well skilled and expert Service Desk Lead to fulfill the following duties:

Education:

• Matric
• Relevant IT diploma or degree
• Minimum of 5 years helpdesk experience in a call center environment of which 2 years of supervisory or team lead experience within a service desk or helpdesk
• Strong technical knowledge of Office365, MS Teams, Windows OS, EntraID, VPN, etc.
• IT Certifications
• ITIL certified

Experience:

• Proficiency with service desk or ticketing systems.
• Knowledge of network and system administration.
• Customer service orientation and conflict resolution skills.
• Excellent problem-solving.

Critical Competencies:

Knowledge

• Customer centric attitude
• Proficiency in Helpdesk ticketing system
• Proficiency in Automated client software deployment solutions
• Attention to detail
• Analytical and problem solving ability
• Ability to work well in a team and also autonomously
• Professional attitude and appearance.
• Excellent organizational skills.
• Multi-tasking and time management skills, with the ability to prioritize tasks.
• Proven industry experience in enterprise monitoring solutions
• Industry experience in managing voice solutions
• Knowledge of ITSM principles.
• Familiarity with ISO 27000 standards.
• Knowledge of applicable data privacy practices and laws
• Ability to develop innovative, practical and sustainable solutions.
• Show independence and initiative in identifying and solving problems.
• Plan and prioritize tasks and work for front line support according to agreed timelines.
• Must be able to work with minimal supervision
• Highly motivated and enthusiastic

Skills

• Excellent verbal and written communication skills
• An active / empathic listener
• Excellent organisational skills with the ability to multi-task
• Ability to manage own time effectively and to be prompt and punctual
• Experience of working effectively within a team and collaborating with others to achieve a goal
• Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques
• Drive, self-motivation and ability to work under own initiative
• Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT services

Will enable you to do the following.

Duties:

• Provide advanced technical support for hardware, software, and network-related issues.
• Overseeing the day-to-day activities of the service desk team, including scheduling, task delegation, and performance monitoring.
• Reviews the queue of incoming tickets to ensure no requests are missed and that they are being addressed according to agreed-upon timeframes.
• Assess the nature of each ticket and assign it to the appropriate team member based on their skills, workload, and the complexity of the issue.
• Act as an escalation point for complex incidents and service requests.
• Lead root cause analysis and problem management efforts to prevent recurring issues.
• Providing coaching, mentoring, and training to team members to enhance their capabilities, promoting knowledge sharing and skill development.
• Monitor service desk key performance indicators (KPIs) and service level agreements (SLAs) to ensure team performance meets organizational goals.
• Collaborate with infrastructure, application, and cybersecurity teams to resolve cross-functional issues.
• Contributing to the development and implementation of incident and problem management processes to improve service delivery.
• Participate in change management processes and ensure proper documentation and communication.
• Maintain and improve ITSM processes, including incident, request, and problem management.
• Develop and maintain knowledge base articles, SOPs, and technical documentation.
• Support IT projects, including rollouts, upgrades, and migrations.
• Identifying areas for improvement in service desk processes and contributing to the development and implementation of new solutions.
• Ensure compliance with IT policies, security standards, and regulatory requirements.

Responsibilities:

• Adhere to all internal processes and policies in order to minimise potential disruption to business activities
• Provide first line technical support to resolve service desk incidents and re-route the query or escalate as and when required
• Process all requests accurately and with maximum efficiency
• Ensure that all tickets are addressed in line with Service level agreements/business expectations
• Ensure that all incidents logged with the service desk are captured on the system according to established standards
• Ensure accurate and timeous resolution of all calls
• Share learnings from incidents logged with the service desk team and line manager
• Escalate all incidents, service requests or issues in line with levels of authority and provide feedback to customers
• Provide relevant feedback on all unresolved incidents
• Assist with the setting up of workstations with computers and required devices such as routers and printers, and configure appropriate software and functions according to requirements
• Assist with providing administrative support services for servers, desktop and laptop computers, printers, routers, switches, firewalls, telephones, smartphones, application deployments, resetting of passwords and security updates
• Assist with troubleshooting activities, resolve problems and connectivity issues and mitigate operational risks
• Actively support and participate in major incidents, changes and releases, disaster recovery planning and implementation projects as and when requested
• Address any gaps in knowledge or information of major incidents and raise any queries regarding instructions and guidelines to address queries, communicate status and the impact on clients
• Share knowledge of previous incidents, solutions, and technical skills with team members
• Maintain relationships with all customers and stakeholders in line with SLA's to achieve operational excellence
• Effectively address client frustration and required service level delivery
• Maintain methods of communication to keep stakeholders informed and build effective relationships
• Provide administrative and technical support to the IT department and line manager
• Ensure a clean and safe environment by applying housekeeping principles

Requirements:

• Grade 12 or equivalent qualification required
• IT certificates an advantage
• Relevant IT Degree (BCom, BSc) or related qualification an advantage

Experience

• Minimum 2 years' experience as a Service Desk, Help Desk Administrator required
• Demonstrated experience in supporting technical desktop, laptop, and Point of Sale issues
• Experience in a retail environment an advantage

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.

Your day at NTT DATA

The Managed Services Service Desk Agent is the first point of contact for clients and vendors.

This role is responsible for taking calls, chat requests, or tickets, and Mailbox management and handling resulting incidents or service requests.

The Managed Services Service Desk Agent applies standard operating procedures, in line with expectations of the role.

Key responsibilities:

• Receives, logs, validates and diagnoses client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.
• Uses Managed Services product and process knowledge along with discretion to respond to tickets.
• Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
• Flags the need for such content, when relevant articles are not available
• Provides timely updates to clients, when requested, on any pending requests or tickets.
• Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client.
• Produces breach and aging reports for tickets opened by the service desk.
• Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.
• Uses sound judgment to escalate an issue to a higher level.
• Ensures that a professional level of service quality is maintained and that clients are satisfied.

To thrive in this role, you need to have:

• Ambitious self-starter who is passionate about IT.
• Solid expertise at using sound judgment to escalate an issue to a higher level.
• Methodical in approach to ticket resolution.
• Demonstrates an ability to interact with a variety of stakeholders.
• Demonstrates required integrity to ensure excellent client service and retention.
• Team player with excellent attention to detail and client focused.
• Effective verbal and written communication skills.
• Ability to work in 24X7 shift structure, based on a defined roster.
• Familiar with ITIL concepts.
• Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset.

Academic qualifications and certifications:

• Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
• Diploma in IT or a graduate degree or equivalent.
• ITIL v4 foundation certification and knowledge is preferable.

Required experience:

• Demonstrable related work experience in the Technology Industry and Call Center environment is preferred.

Workplace type:

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

Third parties fraudulently posing as NTT DATA recruiters

NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an email address. If you suspect any fraudulent activity, please contact us .

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.

Your day at NTT DATA
The Managed Services Service Desk Agent is the first point of contact for clients and vendors.

This role is responsible for taking calls, chat requests, or tickets, and Mailbox management and handling resulting incidents or service requests.

The Managed Services Service Desk Agent applies standard operating procedures, in line with expectations of the role.

Key responsibilities:

• Receives, logs, validates and diagnoses client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.
• Uses Managed Services product and process knowledge along with discretion to respond to tickets.
• Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
• Flags the need for such content, when relevant articles are not available
• Provides timely updates to clients, when requested, on any pending requests or tickets.
• Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client.
• Produces breach and aging reports for tickets opened by the service desk.
• Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.
• Uses sound judgment to escalate an issue to a higher level.
• Ensures that a professional level of service quality is maintained and that clients are satisfied.

To thrive in this role, you need to have:

• Ambitious self-starter who is passionate about IT.
• Solid expertise at using sound judgment to escalate an issue to a higher level.
• Methodical in approach to ticket resolution.
• Demonstrates an ability to interact with a variety of stakeholders.
• Demonstrates required integrity to ensure excellent client service and retention.
• Team player with excellent attention to detail and client focused.
• Effective verbal and written communication skills.
• Ability to work in 24X7 shift structure, based on a defined roster.
• Familiar with ITIL concepts.
• Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset.

Academic qualifications and certifications:

• Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
• Diploma in IT or a graduate degree or equivalent.
• ITIL v4 foundation certification and knowledge is preferable.

Required experience:

• Demonstrable related work experience in the Technology Industry and Call Center environment is preferred.

Workplace type:
Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

Third parties fraudulently posing as NTT DATA recruiters
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an

email address. If you suspect any fraudulent activity, please
contact us
.

JOB PURPOSE STATEMENT

The Service Desk Agent plays a pivotal role in delivering exceptional customer service within our company. The Service Desk Agent is responsible for providing administrative support to ensure the efficient operation of the operations department. This role involves managing customer accounts, managing backend billing and ordering operations with connectivity vendors, handling service inquiries, processing orders, assisting with the coordination of service installations and troubleshooting requests. The Service Agent acts as a liaison between customers and technical teams to facilitate smooth service delivery and customer satisfaction. This position is additionally responsible for providing first line helpdesk support to and provide the first point of contact for a variety of facilities management requirements and administration. With strong administrative skills and customer focus, you will provide a friendly and proactive service to customers and conduct an efficient handling of each query and advise customers of the consequent solution.

Key Performance Area:

ISP Management

• Communicate with customers to confirm appointments and provide updates.
• Handle incoming service inquiries via phone, email or chat.
• Log fault tickets with ISPs and manage escalations to ensure timely resolution of technical issues.
• Coordinate the landlord approval process for installations.
• Conduct regular audits of ISP tracking sheet to ensure it is accurate and up to date.
• Stay updated on industry trends and advancements in ISP technologies to enhance service offerings.

Domain Management

• Administer DNS (Domain Name System) using Cloudflare services.
• Implement domain security measures such as DNSSEC (Domain Name System Security Extensions) to mitigate DNS-related threats.
• Implement DMARC, DKIM, SPF, A Records, MX Records, CNAMES etc.
• Liaise with domain registrars to resolve any issues related to domain management.
• Provide domain-related technical support, troubleshooting issues such as DNS propagation delays and domain configuration errors.

Smartermail and Technical Support

• Address user queries and provide/arrange technical support related to Smartermail.
• Ensure documentation is kept current.
• General systems administration and escalation where required

Website Management

• Monitor website statistics and produce customer reports.
• Conduct regular audits on website health checks.
• Coordinate with technical teams to resolve website hosting issues

VoIP Management

• Assist with sending QR codes for Linkus.
• Handle inquiries related to VoIP services, features and troubleshooting.

Documentation and User Management

• Maintain documentation related to ISP management, domain registrations, and technical processes.
• Manage user accounts and permissions for internal systems.
• Ensure Smartermail videos and documentation for customers is up to date.
• Ensure Linkus videos and documentation for customers is up to date.

Customer Feedback

• Provide regular updates to customers with faults logged.
• Work closely with the Service Delivery team to ensure customer satisfaction at all times.
• Ensure tickets logged by customers are kept up to date and loop is closed.
• Log and document all customer interactions and issues in the ticketing system.
• Ensure timely resolution of customer issues and queries.
• Conduct follow-ups with customers to ensure satisfaction with the resolution

Ticket Management

• Classify and prioritize incidents and service requests.
• Escalate unresolved issues to higher-level support teams as necessary.
• Track and manage incidents through to resolution.
• Identify recurring issues and contribute to problem management efforts.
• Ensure that our helpdesk system is always up to date.
• Assist the technicians with updating their tickets logged.
• Allocate technicians to tickets raised and ensure the technician calendar booking is always up to date.
• Assist with the correlation of job cards, tickets, invoicing and technician work logs

Service Level Agreement (SLA) Adherence

• Monitor and ensure all tickets are addressed within the agreed SLA times.
• Report any breaches of SLAs to management and work to prevent future occurrences.
• Provide regular updates to customers on the status of their issues in accordance with SLAs.
• Monitor WhatsApp, Teams etc. to stay current on service delivery.

Team Collaboration and Coordination

• Work closely with other Technical Teams to ensure seamless service delivery.
• Participate in team meetings and contribute to discussions on service improvements.
• Coordinate with vendors and third-party service providers for issue resolution.
• ISP Fault Logging and escalations of ISP requests.
• Monitor of failed maintenance tasks and report on it.
• Assist with monthly recons of services provided to customers.
• Assist in onboarding new team members by providing training and support.

JOB REQUIREMENTS:

• Minimum of 3 years of experience in an administration role.
• Previous experience in a customer service role is preferred.
• Familiarity with internet service provider operations, domain management, and email hosting solutions is beneficial.
• Proficiency in basic computer skills, including familiarity with operating systems (Windows/macOS) and common office software (Microsoft Office).
• Strong organisational skills to manage multiple tasks simultaneously and prioritise workload effectively.
• Attention to detail to ensure accuracy in domain registrations, documentation, and billing processes.

Company Overview

Techify Inc. is a managed IT services firm dedicated to providing exceptional IT support that saves clients time and reduces risk. We pride ourselves on our rapid response times and comprehensive data protection, serving professional services companies and non-profit organizations across the Greater Toronto Area.

Summary

Do you love helping people, solving problems, and keeping technology running smoothly? At Techify, we believe great support combines technical expertise with empathy, clear communication, and curiosity. Every client interaction is an opportunity to make a real difference and show what exceptional service feels like. As a Service Desk Specialist, you will join a collaborative, high-performing team that takes pride in delivering fast, thoughtful, and reliable support. You will approach each challenge with care and curiosity, solving issues, improving processes, and using AI-powered tools and automation to work smarter and deliver outstanding results. Clients will enjoy working with you because you communicate with confidence, think ahead, and genuinely want to make things better. From quick fixes to complex solutions, you will help ensure our clients feel confident, supported, and genuinely valued every time they interact with Techify.

We Want to Hire you If:

• You have 3+ years of experience supporting users in an IT or Service Desk environment and love helping people solve problems.
• You are curious by nature, eager to learn new technologies, improve processes, and share knowledge with your team.
• You communicate clearly and confidently, even when explaining complex technical details.
• You thrive in a fast-paced environment where every interaction matters and no two days are the same.
• You believe great support is more than fixing issues, it is about making every client feel understood, valued, and supported.
• You take ownership of your work and follow through on commitments, ensuring issues are resolved right the first time.
• You bring a growth mindset to everything you do, staying adaptable as tools, clients, and technology evolve.
• You are comfortable participating in shift-based work and after-hours support rotations as part of a collaborative team.

Things You Might Have Done Last Week if You Had Worked Here:

• Helped a client regain access to their Microsoft 365 account and walked them through a quick security best-practice update.
• Troubleshot a Teams performance issue and collaborated with a colleague to resolve a network configuration challenge.
• Used AI tools or automation scripts to identify and resolve recurring alerts before clients even noticed.
• Updated documentation in ITGlue after discovering a configuration change during a support session.
• Jumped on a call to assist another technician with an escalated ticket and shared insights afterward.
• Joined the weekly Service Desk huddle to review metrics, share ideas, and celebrate client wins.

Interested? Please complete the following survey as part of your application:

Job Type: Full-time

Application Question(s):

• Have you submitted the Culture Index Survey? (Note: Resumes will not be reviewed unless this is submitted along with your resume)

Work Location: Remote

Application Deadline: 2025/06/25

At
Altron Digital Business
, we provide the enterprise-grade solutions that organisations need to operate, optimise, and transform into a resilient digital business.

Our purpose is to use technology to transform today into a simpler, safer and smarter tomorrow.

We're committed to providing the best solutions to save money and help our clients' business grow with a robust IT ecosystem that supports digital transformation.

We are looking for Service Desk Manager to manage overall service provided by the allocated Service Desk. Responsible for the effective and successful management of labour, productivity, quality adherence, customer satisfaction, development,recognition and safety criteria and achievement as set for the Service Desk.

The Required Tasks and Candidate Requirements are including, but not limited to:

Required Tasks:

• Oversee operational systems, processes, and infrastructure while looking for opportunities for improvement or revision.
• Anticipates and tracks operational and tactical risks and providing strategic solutions.
• Manages day to day business of the allocated Service Desk department while balancing the responsibilities of various business lines such as business analysis, vendor, and risk management.
• Works with Service Senior Desk management to help set and meet daily and quarterly goals.
• Plays a significant role in long-term planning, project status reporting, and implementing operational change control processes.
• Works closely with Service Delivery Manager on special planning and departmental projects.
• Oversee and reports weekly, monthly, quarterly, and annual metrics.
• Identifies trends and assess opportunities to improve processes and execution.

Requirements:

• Matric, Technical Support NQF Level 4; Diploma in Information Technology
• CompTIA A+CompTIA N+
• ITIL 4 Foundation Certification
• Microsoft Azure Fundamentals – AZ900
• Microsoft Office 365 Fundamentals – MS900
• MTA: Windows Operating System Fundamentals (Windows 10)
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• HDI – Helpdesk institute Certified Service Desk
• 12 to 15 years of experience in Operational Service Desk Management including large service desks with 50+ employees
• 5 – 7 years of Technical Support with an emphasis in MS Operating Systems, MS Office or Office 365
• 5+ years IT operational experience and MS toolsets

Disclaimer:

Dear Applicant, we appreciate your interest in joining our organization. It is imperative for us that you understand how we handle your information. We are committed to ensuring the security and confidentiality of the information you provide. Your personal details will be collected for the sole purpose of the application process and will be used strictly for that purpose. By applying, you acknowledge and consent to the collection, use, and protection of your personal information in accordance with our privacy policy. If you have any inquiries or concerns, our Human Resource department is available to provide clarification. We look forward to reviewing your application.

Altron is committed to diversity and Employment Equity within the workplace. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates.

Should your experience and qualifications align with the requirements, we will be in contact to discuss the next steps. Should you not receive feedback within 2 weeks, please consider your application as not successful.

In the meantime, we encourage you to explore our company's website.

Service Desk Senior
About The Role
We are looking for an experienced Service Desk Senior to join a growing IT Managed Service Provider. This is a pivotal role in maintaining the effectiveness, consistency, and quality of the service desk function. You will oversee technical escalations, incidents management, service reviews, and ensure that both the technical standards and customer service levels are met across the team.

This position suits someone who thrives in a fast-paced environment, has strong leadership skills, and is passionate about both problem-solving and mentoring others.

Requirements
Key Responsibilities

• Team Oversight: Assign and review daily engineering tasks, ensuring tickets are logged correctly, prioritised, and completed within SLA.
• Escalation Point: Act as a senior escalation point for complex 2nd line incidents and aged tickets, mentoring engineers in troubleshooting.
• Major Incident Management: Lead and coordinate all P1/P2 incidents, ensuring smooth handovers, root cause analysis, and timely updates across stakeholders.
• Customer Communication: Manage escalation channels (Teams, chat, calls) with a strict 30-minute response target.
• Preventative & Proactive Maintenance: Schedule and communicate system maintenance, downtime windows, and recommend improvements to reduce recurring

issues.

• Service Reviews: Conduct bi-weekly, monthly, or quarterly client service reviews, producing reports and identifying opportunities for service improvement.
• Documentation Knowledge Base: Maintain and update technical documentation, knowledge articles, and client records.
• Continuous Improvement: Identify trends across client environments, suggesting improvements and feeding back recommendations to management.
• Coaching & Development: Support the Service Desk Manager in recognising team strengths and weaknesses, providing feedback for 1-2-1 sessions.
• Project & Onboarding Support: Assist with customer projects, onboarding new clients, and ensuring handovers are smooth and effective.

*Requirements *

• Proven experience in a Service Desk Senior, Team Lead, or similar role.
• Strong 2nd line troubleshooting skills across infrastructure, applications, networking, and end-user devices.
• Experience with incident management (P1/P2) and escalations.
• Excellent communication and customer service skills, with the ability to handle escalations calmly and effectively.
• Ability to identify process improvements and mentor junior engineers.
• Comfortable with client-facing responsibilities such as service reviews and onboarding sessions.

*What's On Offer *

• A key role in a growing IT services company with opportunities to influence service delivery.
• Exposure to a wide range of technologies and client environments.
• Structured career progression with leadership and technical development support.

Hours of Work: 40 hours per week, Monday to Friday, on a rota basis

Shift patterns between :
07:00–15:30 UK Hours

8:30–17:00 UK Hours

10:00–18:30 UK Hours

Overall Purpose of the Job:

Provides a contact point for the timely and effective response to IT/System user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for basic problem resolution for new and existing systems. May manage incidents to completion

Ensures that optimum relations with clients are established and maintained. Ensures that agreed standards in respect of length of call, wrap-up time, log-on time and completion of correct code system and database are maintained.

In a sales-oriented centre, maximises cross selling opportunities and ensures that targets are attained.

In a Service Centre / Help Desk function provides first-line support for user enquiries on problems relating to hardware and software products installed, responds timeously and effectively to IT user queries and problems through logging of problems reported and the co-ordination of rapid and appropriate responses.

This includes: basic training for the user, assisting the user to resume normal operation, channeling requests for help to appropriate functions; monitoring progress, and keeping users appraised. The maintenance of an inventory of equipment supported by the Service Desk / Help Desk together with logs of user details, problems and resolutions, for administration and planning purposes.

Provides service on a shift basis for:

• Weekdays up 12 hours (06:00-18:00)
• Saturdays up to 6 hours (08:00-14:00)
• Sundays up to 4 hours (09:00-13:00)
• Resolve Help Desk Calls

Education - Minimum:

Microsoft Enterprise Administration

IT Degree / Diploma

IT Background with previous customer experience essential

Matric and A+ / N+ Certification is essential

2 to 3 years relevant experience

Education - Ideal:

ICT Diploma

ITIL Practitioner Certification

Drivers Licence

Detailed Description:

Service Call receipt and Handling

• Logs calls on Services Desk within SLA , accurately populating all call details
• Performs remote troubleshooting through diagnostic techniques and pertinent questions
• Classifies, prioritises & assigns all logged calls
• Provides accurate information on IT products or services
• Logs and administers incidents, problems, change requests & service requests
• Resolves logged calls if possible or advises caller of the need for scalation
• Follows up and updates calls on Service Desk

Escalations & Reporting

• Escalates unresolved issues calls to the next level of support personnel (application support, infrastructure, BPA or Development and level 3 Service Desk Agents)
• Keeps up to date with all incidents, problems and chnages on service desk and their priorities
• Completes daily reports on calls.

Customer Service & Support

• Understands & attends to Group IT customer needs
• Passes on any feedback or suggestions by customers to the appropriate internal team
• Supports Group IT customers using customer support principles.
• Communicates (proactively & reactively) with customers.
• Identifies and suggests possible improvements on procedures

Applications/ Systems Support

• Provides 1st level support on assigned applications within SLA
• Monitors and administers Applications/Systems Problems
• Assists with daily administration tasks (Applications checks , maintenance and upgrades)
• Provides accurate & clear verbal and written reporting for application failure investigations and resolutions
• Administer the Access Control System(P7) i.e. grant access rights, channel access rights calls, update & terminate)