Junior Analyst- IT Service Centre

Clicks Group Limited

Cape Town, Western Cape

Salary not listedFull-time · Posted Yesterday

Call centre and BPO work is a major employer of young South Africans, with inbound, outbound and international campaigns hiring matriculants for full training.

This listing does not state a salary. As a guide, call centre roles in South Africa typically pay R6 000 to R14 000 a month (indicative).

Job description

Listing reference: 026297 Listing status: Online Apply by: 3 September 2026

Position summary

Industry: IT & Internet Job category: IT and Telecommunications Location: Cape Town Contract: Permanent EE position: Yes

About our company

Clicks Group

Introduction

Clicks is on the hunt for a Junior Analyst- Service Centre to work within the IT department of Clicks Group Services. The role will be based at Clicks Head Office in Cape Town and will report to the Service Centre Supervisor (IT)

Job description

Providing telephonic and email support to users and 1st line support.

To accurately record, assign, escalate and track all incidents and service requests
Taking ownership of incident and service request from initiation to closure
To deliver dynamic Triage Technical support in order to promptly restore IT Services within service levels
To engage professionally with business users and vendors to provide customer service within agreed service levels
To ensure that all IT related incidents and service requests are resolved effectively with high level of customer
To perform standby work from time to time in the IT Service Centre
To perform quality assurance on 1st line agents monthly in order to rate the overall customer experience.
To coach and train 1st line agents on call procedure and customer engagement in order to improve the customer experience.

Minimum requirements

Job related knowledge and skills

Knowledge of Information Systems
Knowledge of company policies and procedures
Knowledge of governance framework
Knowledge of customer service and incident management processes
Strong verbal and written communication skills
Analytical and technical computer skills

Essential

Matric / Grade 12
2/3 Years’ experience within an IT Service Desk/Call Centre

Desirable

ITIL Foundation
Retail experience
IS or IT Diploma
MCDST (A , ITIL, HDI)

Competencies

Deciding and Initiating Action
Writing and Reporting
Planning and organising
Analysing
Applying Expertise and Technology
Delivering Results & Meeting Customer Expectations

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Good to know

What does this call centre job pay?

This listing does not state a salary. As a guide, call centre roles in South Africa typically pay R6 000 to R14 000 a month (indicative).

Do I need experience for call centre jobs in Cape Town?

Many call centre roles in Cape Town are open to candidates with little or no experience. Read the listing for its exact requirements.

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Found on Indeed · Posted Yesterday