Service Desk Agent Johannesburg, South Africa - Johannesburg
Liham Consulting
Introduction Introduction Our client in the IT space is looking for a Service Desk Agent to join their dynamic organization. The successful incumbent will be responsible for providing exceptional customer service and first-line technical support to clients, troubleshooting basic technical issues, setting passwords, and managing service requests through to resolution or escalation. If you meet the above requirements Apply Now Description Job Description: Respond to service requests and incidents reported via telephone, email, or ticketing system. Provide first-line technical support and troubleshooting for hardware, software, and network-related issues. Assist users with password resets, account unlocks, and basic application support. Accurately log and track all incidents and service requests in the ticketing system. Follow up with customers to ensure issues are resolved and service levels are maintained. Monitor and manage service desk queues, ensuring that all tickets are managed within the established SLAs. Communicate effectively with clients and internal teams to keep them informed of ticket status and progress. Install and configure software and hardware. Perform basic network troubleshooting and diagnostics. Assist with user onboarding and offboarding processes, including setting up accounts and workstations. Identify recurring issues and suggest improvements to processes and systems. Qualification and Skills Must have Matric - Senior Certificate Must have minimum of 2-3 year's experience Must have experience with service desk ticketing systems and remote support tools. Must have CompTIA A and CompTIA N certificates Must have ITIL Foundation Certificate Must be Microsoft Certified: Modern Desktop Administrator Associate Must be Microsoft Certified: Azure Fundamentals
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