Service Desk Technician

The Cape Union Mart Group is seeking a reliable, flexible, and responsible individual to join our IT Service Desk team. This role is key to providing first-line support to our business, ensuring IT issues are resolved efficiently and professionally. The ideal candidate will be a quick and logical thinker, possess excellent communication skills, and have a genuine passion for Information Technology.

Key Responsibilities:

• Call Handling & Ticket Logging: Receive, log, and prioritise incoming IT support calls and requests, ensuring prompt attention to urgent matters.
• Issue Escalation: Identify and escalate complex issues to second- and third-line support teams with sufficient detail to facilitate quick resolution.
• After-Hours Support: Participate in an on-call support rotation to provide assistance outside of normal business hours.
• Service Desk Enhancement: Identify and recommend improvements to enhance service delivery, efficiency, and end-user experience.
• Shift Work: Work scheduled shifts (Monday to Sunday) as per the departmental roster, including weekends and public holidays.
• Administrative Tasks: Maintain accurate and up-to-date documentation, update support tickets, and generate reports on service desk metrics and performance.

Minimum Requirements:

• Experience: 2–3 years of experience in an IT Service Desk or technical support environment.
• Retail Industry Exposure (Advantageous): Understanding of IT systems within a retail setting will be an added advantage.
• IT Qualification (Advantageous): Tertiary IT qualification or relevant certification preferred (e.g. CompTIA A+, ITIL, N+).

Technical Proficiency:

• Strong computer literacy, especially in Microsoft Office
• Exposure to POS systems
• Working knowledge of Oracle Retail and SAGE X3 or similar ERP systems
• Hardware Knowledge: Understanding of basic computer hardware and peripherals to support effective troubleshooting.

Key Competencies:

• Communication: Exceptional verbal and written communication skills with the ability to explain technical concepts clearly.
• Customer Service: Passion for delivering excellent customer service with a professional and empathetic approach.
• Problem-Solving: Strong analytical and problem-solving skills with the ability to work calmly under pressure.
• Collaboration: Team-oriented attitude with a willingness to support and learn from others.

Adaptability: Ability to work in a dynamic, fast-paced, and pressurised environment while meeting SLAs.

Please note: The Cape Union Mart Group is committed to transformation. Appointments and promotions will be made based on candidates who best meet the requirements for the position. Candidates who enhance the diversity of the team will be given preference, in line with our Employment Equity plan.