IT Service Desk Agent - Tsebo Group

We are seeking an IT Service Desk Agent to oversee the daily operational stability of the IT Service Desk. The successful candidate will be responsible for maintaining ticketing systems, managing IT supplies, handling user requests, and ensuring the overall technical support efficiency of the IT Service Desk.

As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients reduced costs, risk and complexities together with increased quality, efficiency and productivity. We specialise in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, Engineering, Remote Camps, and more. Developing our people – the heart of Tsebo – is the foundation of our purpose.

The result is a knowledgeable workforce that is in touch with every nuance of our clients’ needs.

Duties & Responsibilities

• Incident Handling
• Responding to incoming requests for assistance via all channels. This involves diagnosing and resolving issues.
• Resolve 1st line Incidents

• Escalate and assign incidents to 2nd & 3rd level support including external vendors.
• Problem Resolution
• Assist in analysing recurring issues and underlying problems that affect IT Systems aiming at implementing a permanent fix or workaround to minimise disruptions.
• Request Fulfilment
• Managing service requests
• User Support and Guidance
• Providing clear and effective support to users on how to use various IT Systems including creating and maintaining user documentation and FAQs.
• Monitoring and escalation
• Keeping track of all incidents, escalating complex issues to higher-level technicians and specialist teams
• Reporting
• Keeping detailed logs of all incidents and resolutions. Reporting on incident patterns and potential issues to help improve IT services.
• Maintaining Service Levels
• Ensuring that all IT Support activities are completed within the agreed service levels.
• Training
• Assist in the training of end-users and/or new Agents on the use of systems and software applications.
• Contribute to end user training programs to enhance the competence and confidence of Tsebo end-users.
• Continuous Improvement
• Contributing to the continuous improvement of the service desk and IT services by participation in training and development
• Change/Release Management
• Assist in the Change Management Process by logging changes and ensuring the process is adhered to.
• Security Compliance
• Ensuring compliance with the organisation’s IT security policies and assisting with the management of security-related incidents.

Skills and Competencies

• Great People Interactions Skills
• Knowledge of office productivity tools (Microsoft O365)
• Understanding of IT Systems, Software including troubleshooting, systems administration, and basic networks
• 2+ years’ experience working on a service desk or customer interaction role.
• Experience in addressing customer needs and handling complaints and queries effectively.
• Experience with IT Service Desk Tools (e.g. FreshService, Service Now, Jira)

Qualifications

• Matric Diploma
• Tertiary IT Qualification
• ITIL Foundation Certificate or similar (Advantage)