Service Desk Agent

Recruiter:

IT Naledi Solutions

Job Ref:

CPT000108/MF

Date posted:

Friday, October 3, 2025

Location:

Cape Town, South Africa

SUMMARY:
Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). Ensuring adherence to all processes within the client environment and the maintenance of a high degree of client satisfaction across all assignments.Â Be responsible for acting as a bridge between the client and our operation delivery team.

POSITION INFO:
REQUIRED LEARNING

Grade 12
Computer Literate â Microsoft â Outlook/Word/Excel (Essential)
A+ would be advantageous.
N+ would be advantageous.
MCSE
5 yearsâ Service Desk/Helpdesk experience would be advantageous.
General knowledge of desktop hardware and software

KEY JOB OUTPUTS

Manage the business relationship with the client to ensure mutual trust & open communication
Takes service calls and performs incident specific activities
Performs preventative maintenance activities on certain products as directed
Perform hardware and software installations
Takes routine service calls and performs basic maintenance and support.
Responsible for troubleshooting, installing, maintaining and hardware break-fix
Provides technical support to customer in solving technical problems that occur during the installation
Uses technical knowledge along with standard tools to diagnose, troubleshoot and resolve incidents
Provide shift end report either verbally or written to leadership team, include any outstanding issues, escalations, or concerns to ensure all parties are aware
Maintain SLA requirements (both internal and external)
Work independently without supervision

CORE COMPETENCIESÂ

Excellent written and verbal Skills
Positive attitude and ethical
Excellent organisation skills
Excellent analytical and problem-solving skills
An ability to work to tight deadlines and within constraints
Understanding of the billing / payment cycle
Ability to multi- task
Good Listening skills
Team player
Ability to perform under pressure
Able to work independently and be self-disciplined

APPLICATIONS/ENQUIRIESÂ

Email your CV and motivational letter to: .Â

POPI DISCLAIMER

By sending your CV to the above-mentioned e-mail address you agree to:Â

The processing of your personal information and sharing it with third parties for verifications.Â
The exercising of your rights provided for by POPIA.Â
To acknowledge that IT Naledi Solutions (Pty) Ltd will keep the record of your personal information confidential.

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