Service Desk Consultant, Bethlehem

Overview

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. Strong understanding of: Windows Operating Systems Microsoft 365Basic networking Preferred Qualifications

ITIL Foundation Certification Experience with service management platforms such as ServiceNow, Freshservice, JIRA Service Management Exposure to Active Directory Exposure to VPNs Endpoint security tools 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 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.Knowledge Base&Documentation

Create and maintain accurate technical documentation, FAQs, and knowledge articles. Contribute to continuous service improvement by identifying trends and recurring issues. 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. 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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