Overview
Service Desk Agent Jobs in Pietermaritzburg, KwaZulu-Natal 3201 at MITS Institute
Here at MITS Institute, we serve as a corporate IT solutions enterprise, ranging in the industries of technological, business, cyber, cloud and security assessments. Handling multiple projects and being established for more than ten years; our team is expanding! We are looking for the perfect candidate to fill the shoes of Service Desk Agent. Although we are a remotely run business, this specific project requires an on-site position in the KZN Pietermaritzburg region, South Africa.
ITIL (Information Technology Infrastructure Library) is a set of practices for IT service management (ITSM) that focuses on aligning IT services with business needs. Service Desk agents play a critical role in the ITIL framework by acting as the main point of contact between the IT team and end users
Requirements:
Diploma/Degree in Information Technology
5 years working experience
ITIL Certificate in Foundation in IT Service Management
Responsibilities:
Service Desk agents are responsible for capturing and logging all incidents (unplanned interruptions or disruptions of IT services).
Based on severity and impact, incidents are classified and given priority, ensuring the most critical issues are addressed first.
They often resolve incidents on the spot through troubleshooting, user guidance, or by following documented procedures.
Service Desk agents manage routine requests from users, such as password resets, software installations, or access requests.
Keeping users informed about the status of their incidents, service requests, and any known outages or maintenance activities.
Agents are responsible for ensuring that escalation procedures are followed when an issue requires higher-level intervention.
Ensuring that response times and resolution times are met as per the defined SLAs.
Service Desk agents assist in generating reports that help with performance analysis and service improvement.
Service Desk agents use ITSM tools (like ServiceNow, Jira, or BMC Remedy) to log incidents, service requests, and track ongoing issues.
It’s essential that agents accurately log and categorize information in these systems, as it supports other ITIL processes such as incident, problem, and change management.
In summary, Service Desk agents are essential in delivering high-quality IT support, ensuring that IT services are available and functional for users while adhering to ITIL practices for continuous service improvement.
If you fit the criteria and think you would be a great fit to our growing team, please email your CV, along with certified copies of all qualifications and ID, to [email protected] with the subject line being the vacancy position.
Job Type: Full-time
Work Location: In person
Title: Service Desk Agent
Company: MITS Institute
Location: Pietermaritzburg, KwaZulu-Natal 3201
Category:
