The Service Desk Support Engineer is a role responsible for end user support to assist with day-to-day queries, related to laptops, computers, printers, Wi-Fi, mobile phones. The position holder is also responsible for assisting users to log tickets for any software issues.

Key responsibilities

• Ensure the resolved status SLA of the service desk tool of the Customer is not breached by resolving tickets timeously.
• Quality assurance management on all call assessments individually, based on ticket
• Customer experience: Excellent customer service delivered daily to avoid escalations, customer complaints and re-opening of calls.
• Ensuring IT/Tech support standards are used for system support through centralized help desk function.

Knowledge and Academic Qualifications

• Bachelor's degree or equivalent in Information Technology or Computing or a related field.
• Minimum 3 years’ experience
• Proficiency in help desk support
• Developed understanding and appreciation of technical design principles.

• Ensure the resolved status SLA of the service desk tool of the Customer is not breached by resolving tickets timeously.
• Quality assurance management on all call assessments individually, based on ticket
• Customer experience: Excellent customer service delivered daily to avoid escalations, customer complaints and re-opening of calls.
• Ensuring IT/Tech support standards are used for system support through centralized help desk function.

• Proficiency in help desk support
• Developed understanding and appreciation of technical design principles.

• Bachelor's degree or equivalent in Information Technology or Computing or a related field.