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
Other information applicable to the opportunity:
- Permanent position
- Location: Cape Town
- Work Environment: Open Plan at client - Remote support to retail stores and Head office users
- Physical demands: Sitting, Walking, Standing, Bending
- Travel: Office bound
Why work for us?
If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise.
You've arrived at iOCO Infrastructure Services (iOCO IS), where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires.
At our core, we're challengers, disruptors, and innovators. We're a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We're talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.
iOCO is an equal opportunity employer with an obligation to achieve its own unique EE objectives in the context of Employment Equity targets. Therefore, our employment strategy gives primary preference to previously disadvantaged individuals or groups.