Job Description

Job Summary:

The Global Service Desk Agent serves as the first point of contact for end users across multiple regions, providing technical support for hardware, software, and network-related issues. This role ensures timely resolution of incidents and service requests while maintaining high levels of customer satisfaction and adhering to service level agreements (SLAs).

Responsibilities:

Respond to incoming support requests via phone, email, chat, and ticketing systems. Diagnose and resolve basic technical issues related to desktops, laptops, mobile devices, printers, and software applications. Log and manage incidents and service requests using ITSM tools (e.g., ServiceNow, Remedy). Escalate unresolved issues to appropriate resolver groups or higher support tiers. Maintain accurate documentation of all support activities and resolutions. Monitor system alerts and prioritise incidents based on impact and urgency. Provide remote support and guidance to users across different time zones. Contribute to the knowledge base by documenting solutions and troubleshooting steps. Ensure compliance with ITIL processes and internal policies. Participate in major incident management and post-incident reviews.

Qualifications:

Matric and equivalent (Bachelors degree preferred). 10 years in a technical support or service desk role. ITIL Foundation certification

Skills:

Basic networking knowledge Familiarity with Microsoft Office Suite and remote support tools Experience with ticketing systems and ITIL framework O365 Lansweeper OKTA Crowdstrike UEM (JAMF & Intune) Google Workspace Slack Support Kandjie ITSM Tool (Xurrent) Understanding ITIL methodologies. * ITIL Foundation certification