Service Desk Agent (iOCO0130)

We are seeking a dedicated and customer-focused IT Service Desk professional with 1–2 years of experience in IT service desk operations, customer service, and first call resolution. The ideal candidate will be skilled in efficiently logging and allocating incoming calls through ITSM tools, assisting Engineers and relevant stakeholders, and ensuring timely resolution of support requests. Strong communication, organisational, and administrative skills are essential, along with the ability to maintain professional customer relationships, follow escalation procedures, adhere to client-specific operational manuals, and work effectively under pressure. A+ and N+ qualifications are essential, while ITIL v3 or ITIL 4 certification is advantageous.

What you'll do:

• Efficient and effective logging and allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to and closed.
• Ensure that all calls are logged within ITSM tool as per the required operational processes.
• Assist team with work overload as and when required and ensure general administration work is up to date.
• Ensure high level of customer liaison is maintained at all times and interaction is conducted in a highly professional manner.
• Follow appropriate escalation procedures as and when required.
• Ensure adherence to respective client specific Operational Manuals.
• Working well under pressure

Your Expertise:

• 1-2 Years’ experience in an IT service desk environment
• 1-2 Years’ Customer service experience
• 1-2 Years’ experience in First call resolution

Qualifications:

• Qualifications Essential

  • A+
  • N+ or higher

• Qualifications Preferred

  • ITIL v3 or ITIL 4 certification Other information applicable to the opportunity:

• Permanent position

• Location: Johannesburg

• Work environment: Office is Open Plan

• Physical demands: Sitting

• Travel: To the office

Why work for us?

If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise.

You've arrived at iOCO Infrastructure Services (iOCO IS), where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires.

At our core, we're challengers, disruptors, and innovators. We're a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We're talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.

iOCO is an equal opportunity employer with an obligation to achieve its own unique EE objectives in the context of Employment Equity targets. Therefore, our employment strategy gives primary preference to previously disadvantaged individuals or groups.