Service desk consultant

Qualifications 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 Endpoint security tools Preferred Qualifications ITIL Foundation Certification Experience with service management platforms such as: Service Now Freshservice JIRA Service Management Exposure to: Active Directory VPNs Key Responsibilities 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. Customer Support Deliver exceptional customer service via phone, email, chat, or in-person. Guide ...