Service Desk Agent I

Recruiter:

IOCO

Job Ref:

1951274537

Date posted:

Tuesday, May 5, 2026

Location:

Midrand, South Africa

SUMMARY:
-

POSITION INFO:

We are seeking a proactive and customer-focused Service Desk Agent with experience in incident management, call centre operations, and IT support, who can effectively monitor systems, manage call logging, and meet Service Level Agreements (SLAs) while ensuring clear and timely communication with clients. The ideal candidate will demonstrate strong multitasking, excellent customer interaction, and professional communication skills, with the ability to take ownership of issues through to resolution, work collaboratively within a team, and maintain high standards of service delivery

What you'll do:

Provide proactive system monitoring
To ensure that we communicate accurately and timeously with the relevant clients regarding Incidents logged
Meeting of the relevant Service Level Agreements in the Call Logging System by the Service Desk
Ensure that calls are assigned to the next resolver groups within the specified timeframes
Working well with another colleague/team player/ willing to assist
Ensure that all correspondence is adhered to, executed, or noted in the correct manner
Following instructions including customer Working Instructions (WI) or management instructions

Your Expertise:

Telephony soft skills qualifications and/or Call center/Service Desk experience
English - Can converse and has the necessary email skills to be able to deal with relevant stakeholders
Excellent Customer Interaction and communication
Service Desk Experience
Call Centre Experience
Incident Management Experience
Multi-tasking skills
Telecommunication experience
Excellent customer interaction.
Positive attitude required with excellent telephone etiquette
Team player with good work ethic and attendance record
Self-driven - Get the job done
Requires performing daily application availability checks and event monitoring tasks
Strong sense of responsibility in taking ownership of problems and seeing them through till completion.
Excellent customer satisfaction, interaction and engagement
Go-getter

Qualifications:

Qualification Essential Competency
- National Senior Certificate/ Matric/ N3/ Grade 12
- A+
- N+
Qualifications preferred
- ITIL v3 certification

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