Service Desk Consultant


Merchants Recruitment


Johannesburg, South Africa

Date Posted

September 18, 2019

Computers & IT

Job Type




The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.


1. Client/Customer

  • Responsible for receiving, validating and logging client requests.
  • Tracks request/s and determine current activity on the request/s.
  • Analyses and interpret the request to ensure the classification, prioritisation and escalation of the request is correct.
  • Works closely with colleagues to ensure the swift resolution of faults.
  • Responsible for receiving, validating and logging client requests.
  • Captures the detail of the request and providing first-line support if required.
  • Acts on requests logged by Service Delivery Service Desk Administrators /Coordinators.
  • Meets client SLA commitments.
  • Tracks requests and determines current activity on it and update task details.
  • Provides regular updates to clients.
  • Analyses and interprets requests ensuring that the classification, prioritisation and escalation of the requests are correct.
  • Identifies and escalates requests and exceptions where necessary.
  • Provides swift resolution of faults.
  • Keeps client updated on the progress in relation to the resolution of the fault.
  • Interacts with necessary internal stakeholders.
  • Responsible for managing requests through to resolution within the SLA conditions by co-ordinating product requests and liaising with relevant business colleagues to ensure resolution.

2. Reports

  • Responsible for producing breach and other reports that are necessary for the correct operation of our processes.
  • Need to identify failures and short-comings in the current processes and escalate with recommendations.

3. Governance

  • Communicate policies to the client with regards to support
  • Allocates all logged service requests to the correct support group/person


  • Minimum 3 years of customer service in the Internet Service Provider environment (ISP) (non-negotiable)
  • Matric/NQF equivalent, a tertiary qualification related to IT would be advantageous
  • A+, N+, MCSA certified – (Server+ and MCSE preferable)
  • ITIL V3 qualification advantage
  • Knowledge in the support of servers, workstations, and related components
  • Fundamental understanding of networking (IP, WINS, DHCP, DNS, etc.)

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