Service Desk Consultant

Overview

Service Desk Consultant - 6/12 Month Contract - Bethlehem

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

• ITIL Foundation Certification
• Experience with service management platforms such as Service Now, Fresh service, JIRA Service Management
• Exposure to Active Directory
• Exposure to VPNs
• Endpoint security tools

• 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.

• 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.

• Create and maintain accurate technical documentation, FAQs, and knowledge articles.
• Contribute to continuous service improvement by identifying trends and recurring issues.

• 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.

• Monitor system alerts and take appropriate action based on predefined procedures.
• Perform basic system checks, updates, and maintenance tasks as required.