Global Service Desk Agent
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
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
Required Skills:
Remedy ServiceNow ITIL ITSM
Company Industry
IT Services and IT Consulting
Key Skills
- Customer Service
- Hotel Experience
- Hospitality Experience
- Computer Skills
- Upselling
- Medical office experience
- Office Experience
- Computer Literacy
- Front Desk
- Guest Services
- Cash Handling
- Phone Etiquette
