Global Service Desk Agent

Recruiter:

Recru-it

Job Ref:

PE011392/LM

Date posted:

Friday, October 24, 2025

Location:

Cape Town, South Africa

Salary:

makret related Monthly

SUMMARY:
Spec and tech stack: Candidate must have the aptitude and ability to learn new skills with an agile approach. These are the technologies; candidate do not need experience in all of them.

O365
Lansweeper
OKTA
Crowdstrike
UEM (JAMF & Intune)
Google Workspace
Slack Support
Kandjie
ITSM Tool (Xurrent)
Understanding ITIL methodologies

Global Service Desk Agent
Job Summary:
The Global Service Desk Agent serves as the first point of contact for end users across multiple regions, providing technical support for hardware, software, and network-related issues. This role ensures timely resolution of incidents and service requests while maintaining high levels of customer satisfaction and adhering to service level agreements (SLAs).
Responsibilities:

Respond to incoming support requests via phone, email, chat, and ticketing systems.
Diagnose and resolve basic technical issues related to desktops, laptops, mobile devices, printers, and software applications.
Log and manage incidents and service requests using ITSM tools (e.g., ServiceNow, Remedy).
Escalate unresolved issues to appropriate resolver groups or higher support tiers.
Maintain accurate documentation of all support activities and resolutions.
Monitor system alerts and prioritise incidents based on impact and urgency.
Provide remote support and guidance to users across different time zones.
Contribute to the knowledge base by documenting solutions and troubleshooting steps.
Ensure compliance with ITIL processes and internal policies.
Participate in major incident management and post-incident reviews.

Qualifications:

Matric and equivalent (Bachelors degree preferred).
10 years in a technical support or service desk role.
ITIL Foundation certification

Skills:

Basic networking knowledge
Familiarity with Microsoft Office Suite and remote support tools
Experience with ticketing systems and ITIL framework
O365
Lansweeper
OKTA
Crowdstrike
UEM (JAMF & Intune)
Google Workspace
Slack Support
Kandjie
ITSM Tool (Xurrent)
Understanding ITIL methodologies.

ITIL Foundation certification

POSITION INFO:
Spec and tech stack: Candidate must have the aptitude and ability to learn new skills with an agile approach. These are the technologies; candidate do not need experience in all of them.

O365
Lansweeper
OKTA
Crowdstrike
UEM (JAMF & Intune)
Google Workspace
Slack Support
Kandjie
ITSM Tool (Xurrent)
Understanding ITIL methodologies

Respond to incoming support requests via phone, email, chat, and ticketing systems.
Diagnose and resolve basic technical issues related to desktops, laptops, mobile devices, printers, and software applications.
Log and manage incidents and service requests using ITSM tools (e.g., ServiceNow, Remedy).
Escalate unresolved issues to appropriate resolver groups or higher support tiers.
Maintain accurate documentation of all support activities and resolutions.
Monitor system alerts and prioritise incidents based on impact and urgency.
Provide remote support and guidance to users across different time zones.
Contribute to the knowledge base by documenting solutions and troubleshooting steps.
Ensure compliance with ITIL processes and internal policies.
Participate in major incident management and post-incident reviews.

Qualifications:

Matric and equivalent (Bachelors degree preferred).
10 years in a technical support or service desk role.
ITIL Foundation certification

Skills:

Basic networking knowledge
Familiarity with Microsoft Office Suite and remote support tools
Experience with ticketing systems and ITIL framework
O365
Lansweeper
OKTA
Crowdstrike
UEM (JAMF & Intune)
Google Workspace
Slack Support
Kandjie
ITSM Tool (Xurrent)
Understanding ITIL methodologies.

ITIL Foundation certification

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