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    • Service Desk Analyst - Cape Town - Frontline Managed Services

    Frontline Managed Services
    Frontline Managed Services Cape Town

    2 weeks ago

    Default job background
    Description

    Elevate your IT journey with Frontline Managed Services. We're looking for Help Desk team players who are tech-savvy, hungry for knowledge and ready to make an impact.

    About Frontline Managed Services:

    We stand as a pioneer in IT, Financial, and Administrative Managed Services for legal and professional service firms. Our dedication to innovation, technology and efficiency sets us apart in the industry.

    We seek someone with excellent written and verbal communication skills. You will be able to explain technical issues in a way that is easy for non-technical people to understand. Strong problem-solving skills and thinking on your feet are also required. As a member of the Service Desk Team, you will be the first point of contact for clients experiencing technical issues.

    Key Responsibilities

    • Serve as the initial contact for reporting technical issues and answering questions regarding upgrades, installations, and other software/hardware/network issues.
    • Communicate effectively with requesters in a clear, positive, and professional manner.
    • D diagnose client technical issues, gather necessary information, and perform standard research using relevant resources.
    • Implement steps found in available resources by following instructions and using remote access tools.
    • Clearly document requests for assistance in our ticket management system and track incidents through to resolution.
    • Escalate unresolved issues to Team Leads.

    Requirements

    • A Matric Certificate.
    • Fluent in English, both written and spoken.
    • Strong Typing Skills.
    • Excellent customer service skills with the ability to handle challenging interactions professionally.
    • Proficient in troubleshooting computer hardware, software, and network issues.
    • Work in-office in Cape Town's CBD with shifts based on US times (1100-2300 SAST).
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