Qualifications 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 365 Basic networking Endpoint security tools Preferred Qualifications ITIL Foundation Certification Experience with service management platforms such as: ServiceNow Freshservice JIRA Service Management Exposure to: Active Directory VPNs 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. #J-18808-Ljbffr