Education
-• Matric Certificate or Equivalent NQF Level 4 Qualification.
-• ITIL V4 Foundation certification.
-• Diploma in Information Technology or relevant tertiary qualification Equivalent NQF Level 5
-Preferred • A+ Certification • N+ Certification • AZ-900 Certified (Microsoft Azure Fundamentals) • Microsoft Certifications (e.g., Microsoft Certified: Modern Desktop Administrator Associate, Microsoft Azure Administrator, etc.)

Experience
-• Minimum 3 years of experience in a customer service role, preferably in IT support or helpdesk environments.
-• Familiarity with service desk call tracking systems.
-• Experience troubleshooting software, hardware, and network issues
-• Basic understanding of IT systems, including software applications, hardware troubleshooting, and network connectivity.
-• Familiarity with Windows operating systems, Microsoft Office Suite, and other commonly used software applications..
-• Strong problem-solving abilities with attention to detail.
-• Ability to manage time efficiently and prioritize tasks in a fast-paced environment.
-• A customer-focused attitude with a commitment to delivering exceptional service.
-Preferred • Advanced Knowledge in ITIL and Service Management Frameworks • Proficiency to diagnose and troubleshoot common network issues in remote and on-site environments, including VPNs, firewalls, and network protocols. • Understanding of cybersecurity principles, including phishing and malware recognition, data privacy laws, and handling sensitive data. • knowledge of automation tools and RPA (Robotic Process Automation) to handle repetitive tasks, with an ability to manage AI-driven customer service bots and virtual agents • Knowledge of data handling standards (e.g., GDPR, CCPA) to ensure compliance with global regulations in user support. • Ability to continuously adapt to new technologies and methodologies, staying current with tech advancements and new tools.

Position Description
-• Proactive Participation: Actively engage in corrective measures to maintain and enhance high-quality service delivery.
-• Primary User Support: Serve as the first point of contact for user support and customer service, remaining accessible and responsive to clients requiring technical assistance.
-• Performance Excellence: Strive to achieve and exceed daily, weekly, and monthly performance targets, ensuring consistent adherence to service standards.
-• Troubleshooting Expertise: Provide basic troubleshooting for desktop software, hardware, and network connectivity to ensure end users can perform their tasks efficiently.
-• Knowledge Base Contribution: Assist in maintaining and updating the knowledge base by documenting common issue resolutions and sharing innovative solutions with the team.
-• Operational Support: Undertake additional tasks as assigned by the Service Desk Manager to support overall operations and objectives.
-• Schedule Adherence: Be available at designated times to perform service desk duties, ensuring strict adherence to the established schedule.
-• Adhere to standard Service Desk operating procedures by accurately logging all tickets using the designated tracking software.
-• Ensure compliance with Service Desk policies, processes, and procedures to maintain high-quality support and operational efficiency.
-• Execute tasks in alignment with established Service Desk workflows, procedures, and business policies.
-• Deliver exceptional customer service by maintaining professionalism, patience, and clear communication with end users, ensuring timely and efficient issue resolution.
-• Provide accurate, relevant, and tailored advice to customers based on their specific needs and circumstances.
-• Keep customers informed throughout the support process, ensuring they receive clear and accurate updates.
-• Act as the primary point of contact for end users requiring assistance with IT-related queries.
-• Collaborate with IT teams, including Systems, Network, and Database Engineers, as well as Developers, to resolve issues effectively.
-• Apply knowledge base resources, troubleshooting techniques,issues, including basic software, hardware, network, and telecommunications challenges. and technical expertise to address tier 1
-• Document all user interactions and troubleshooting steps in the call system to maintain accurate records for future reference and reporting.
-• Identify and escalate unresolved or complex issues to tier 2 or tier 3 support teams, ensuring a seamless handoff and clear communication of the issue details.
-• Create a culture of ownership and accountability throughout the organisation in support of our values
-• Participate in ongoing learning and development to stay aligned with the requirements of the service desk role.