Service Desk Consultant
Listed on 2026-09-09
-
IT/Tech
HelpDesk/Support, IT Support, Systems Administrator, Technical Support
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.
- Windows Operating Systems
- Microsoft 365
- Basic networking
ITIL Foundation Certification
Experience with service management platforms such as:- Service Now
- Fresh service
- JIRA Service Management
- Active Directory
- VPNs
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.
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