Helpdesk Agent (IT) - Department of Information Technology Services

About

Description

The Helpdesk Agent (IT) will serve as the first point of contact for staff and postgraduate students requiring IT support. The role is focused on providing excellent customer service, resolving first-level technical issues, logging and tracking service requests, and escalating unresolved queries to appropriate second- or third-level support teams.

Responsibilities

• Provide first-contact IT support to users via telephone, email, chat, and the Enterprise Service Management (ESM) platform
• Diagnose and resolve hardware, software, and system issues, or escalate as required
• Register and monitor incidents and service requests to closure
• Collaborate with Helpdesk Analysts and other ITS teams to resolve complex issues

Qualifications

• A relevant three-year National Diploma / NQF level 6 qualification in IT and Certifications: A+, ITIL v4 Foundation, SDI SDA

Application instructions:

• Click on the dark blue button to apply