Service Desk Agent - Gauteng at iOCO

The Role

• Are you passionate about delivering exceptional customer service and providing technical support? We're seeking a highly motivated and customer-oriented Service Desk Agent to join our dynamic team at iOCO.
• As a Service Desk Agent, you'll play a crucial role in ensuring the satisfaction of our clients and internal users by providing timely and effective technical support and assistance.

Skills and Experience

What you’ll do:

• Provide first-line technical support and troubleshooting for hardware, software, and network-related issues via phone, email, or chat.
• Log all support requests and incidents into the ticketing system, ensuring accurate and detailed documentation.
• Diagnose and resolve technical problems in a timely manner, escalating complex issues to the appropriate level of support.
• Collaborate with other IT teams to resolve escalated issues and ensure timely resolution.
• Assist in the setup, configuration, and deployment of end-user devices and software applications.
• Educate users on basic technical procedures and self-help resources to empower them to resolve common issues independently.
• Perform routine maintenance tasks, such as software updates, antivirus scans, and system backups.
• Contribute to the development and maintenance of knowledge base articles and support documentation.
• Provide regular updates to users regarding the status of their support requests and incidents.
• Participate in ongoing training and professional development to stay up-to-date with the latest technologies and best practices.

Qualifications Required:

• Matric
• CompTIA A+
• CompTIA N+
• ITIL V3 Foundation
• MCP/MCSE a plus