Job Description
ROLE PURPOSE
The Service Desk Agent (Level 1) serves as the first point of contact for internal and external clients, ensuring professional, timely, and SLA-aligned handling of Incidents and Service Requests.

The role is responsible for accurate ticket logging, first-line technical diagnosis and resolution, effective escalation to Tier 2/3 support teams, and maintaining high levels of customer satisfaction.

This position supports operational continuity, SLA compliance, and client experience within the Managed Services environment.

QUALIFICATIONS & EXPERIENCE
Matric (Grade 12)
ITIL Foundation
CompTIA A+
Minimum 1 year experience in Service Desk / Call Centre / IT Support environment
Exposure to ITSM ticketing systems advantageous
Own transport
Willingness to work rotational shifts (24/7 environment)
Fluent in English (verbal and written)