Desktop Support Specialist

About the role

The Desktop Support Specialist provides first‑line technical assistance to service users, ensuring issues are identified, diagnosed and resolved efficiently. This 12‑month contract position works onsite in Cape Town and involves rotational shifts.

Key responsibilities

• Act as the primary point of contact for users reporting desktop‑related incidents.
• Identify, diagnose and categorize issues, logging incidents and service requests in ServiceNow.
• Provide timely solutions, advise users on appropriate actions, and monitor issues from start to resolution.
• Escalate unresolved problems to higher‑level support when necessary.
• Deliver online security advice and support.
• Allocate calls, maintain accurate records, and catalogue incidents by symptom and resolution.
• Track reliability data for services and deliver customer service through multiple channels.

Required profile

• Good knowledge of ServiceNow, Excel and PowerPoint (preferred).
• Basic understanding of ITIL processes.
• Strong communication skills and ability to work in a team environment.
• Attention to detail and ability to follow established procedures.

Required skills

• ServiceNow
• Microsoft Excel
• Microsoft PowerPoint
• ITIL (basic)

What we offer

• 12‑month contract with rotational shift patterns.
• Onsite work environment in Cape Town.
• Opportunity to develop technical support expertise in a dynamic IT team.