iOCO Infrastructure Services Invites You to Explore Possibilities. We are seeking a proactive and customer-focused Service Desk Agent to join our dynamic IT support team. In this role, you will serve as the first point of contact for technical support, assisting users in resolving hardware, software, and network-related issues. Your ability to troubleshoot, communicate effectively, and deliver excellent service will ensure smooth operations and high user satisfaction. What you'll do: Efficient and effective logging and allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to and closed. Ensure that all calls are logged within ITSM tool as per the required operational processes. Assist team with work overload as and when required and ensure general administration work is up to date. Ensure high level of customer liaison is maintained at all times and interaction is conducted in a highly professional manner. Follow appropriate escalation procedures as and when required. Ensure adherence to respective client specific Operational Manuals. Working well under pressure. Your expertise: 1-2 Years' experience in an IT service desk environment. 1-2 Years' Customer service experience. 1-2 Years' experience in First call resolution. Qualifications required: A, N or Higher ITIL v3 or ITIL 4 Other information applicable to the opportunity: Permanent Position Location: Midrand - Onsite Work environment: Office is Open Plan Physical Demands: Sitting Travel: To the office Why work for us? If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise. You've arrived at iOCO Infrastructure Services (iOCO IS), where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires. At our core, we're challengers, disruptors, and innovators. We're a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We're talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.