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