Service Desk Technician

Cape Union Mart · Cape Town, Western Cape

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Job Description

The Cape Union Mart Group is seeking a reliable, flexible, and responsible individual to join our IT Service Desk team. This role is key to providing first-line support to our business, ensuring IT issues are resolved efficiently and professionally. The ideal candidate will be a quick and logical thinker, possess excellent communication skills, and have a genuine passion for Information Technology.

Key Responsibilities

Call Handling & Ticket Logging: Receive, log, and prioritise incoming IT support calls and requests, ensuring prompt attention to urgent matters.
Issue Escalation: Identify and escalate complex issues to second- and third-line support teams with sufficient detail to facilitate quick resolution.
After-Hours Support: Participate in an on-call support rotation to provide assistance outside of normal business hours.
Service Desk Enhancement: Identify and recommend improvements to enhance service delivery, efficiency, and end-user experience.
Shift Work: Work scheduled shifts Monday to Sunday as per the departmental roster, including weekends and public holidays.
Administrative Tasks: Maintain accurate and up-to-date documentation, update support tickets, and generate reports on service desk metrics and performance.

Experience: 2–3 years of experience in an IT Service Desk or technical support environment.
Retail Industry Exposure Advantageous: Understanding of IT systems within a retail setting will be an added advantage.
IT Qualification Advantageous: Tertiary IT qualification or relevant certification preferred e.g. CompTIA A+, ITIL, N+.

Strong computer literacy, especially in Microsoft Office
Exposure to POS systems
Working knowledge of Oracle Retail and SAGE X3 or similar ERP systems
Hardware Knowledge: Understanding of basic computer hardware and peripherals to support effective troubleshooting.

Communication: Exceptional verbal and written communication skills with the ability to explain technical concepts clearly.
Customer Service: Passion for delivering excellent customer service with a professional and empathetic approach.
Problem-Solving: Strong analytical and problem-solving skills with the ability to work calmly under pressure.
Collaboration: Team-oriented attitude with a willingness to support and learn from others.
Adaptability: Ability to work in a dynamic, fast-paced, and pressurised environment while meeting SLAs.