Service Desk Specialist (Swellendam)

Description SSK currently has three career opportunities available in its Business Architecture Department in Swellendam. The Service Desk Specialist provides IT support to internal users across multiple business centres. This role focuses on delivering high-quality service, ensuring the timely resolution of incidents and service requests, and maintaining clear and consistent communication. The specialist also contributes to continuous improvement initiatives within service delivery processes and tools. Responsibilities Log, categorize, and prioritize incidents and service requests in accordance with SLAs. Diagnose and resolve technical issues, escalating when necessary. Maintain timely and professional communication with users. Follow up on open tickets and confirm user satisfaction before closure. Produce high-quality documentation and adhere to internal communication. Use and update the Service Management System (e.g., ConnectWise) consistently. Generate reports on incident trends, SLA performance, and overall service quality. Assist in testing new tools, systems, or processes introduced within the environment. Build working relationships with internal IT teams, stakeholders, and service providers. Requirements A Diploma or Degree in Information Technology, Computer Science, or a related discipline. 23 years of experience in an IT Service Desk or technical support role. Experience using ITSM tools such as ServiceNow, Jira, or ConnectWise. Knowledge of ITIL concepts and service management best practices is an advantage. Please consider your application unsuccessful if you have not received feedback within one month of the closing date. SSK reserves the right not to fill any position. SSK is an equal-opportunity employer.