Job Description

About the job Service Desk Consultant
Service Desk Consultant - 6/12 Month Contract - Pretoria
Minimum Requirements
Grade 12 / Matric certificate.
A+ and/or N+ certification or equivalent IT support qualification.
Minimum 1 - 3 years of experience in a Service Desk or IT Support environment.
Strong understanding of:
Windows Operating Systems
Microsoft 365
Basic networking
Remote desktop tools
Preferred Qualifications
ITIL Foundation Certification
Experience with service management platforms such as:
ServiceNow
Freshservice
JIRA Service Management
Exposure to:
Active Directory
VPNs
Endpoint security tools
Key Responsibilities
1. Incident Management & Request Fulfilment
Provide first-level technical support for hardware, software, networking, and business applications.
Accurately log all support calls and service requests in the service management system.
Triage and resolve incidents and service requests where possible, escalating to second or third-line support when necessary.
Monitor ticket queues and ensure timely resolution according to defined SLAs.
2. Customer Support
Deliver exceptional customer service via phone, email, chat, or in-person.
Guide users through troubleshooting steps and provide training where needed.
Communicate clearly and effectively with both technical and non-technical users.
Follow up with users to ensure issues are resolved satisfactorily.
3. Knowledge Base & Documentation
Create and maintain accurate technical documentation, FAQs, and knowledge articles.
Contribute to continuous service improvement by identifying trends and recurring issues.
4. IT Asset & Access Management
Support user onboarding and offboarding by provisioning or deactivating accounts and devices.
Track and manage IT assets and peripheral inventory, ensuring updates in the CMDB.
Install, configure, and support end-user devices and software as per organizational standards.
5. System Monitoring & Maintenance
Monitor system alerts and take appropriate action based on predefined procedures.
Perform basic system checks, updates, and maintenance tasks as required.