IT Service Desk Engineer

About the role

The IT Service Desk Engineer is the first point of contact for Hungry Lion users, handling inbound calls, logging requests and providing basic troubleshooting. The role ensures a smooth, positive experience for end‑users across multiple stores and countries.

Key responsibilities

• Answer inbound telephone calls and act as the primary contact during scheduled shifts.
• Perform basic troubleshooting of hardware, software and mobile devices.
• Log and classify incidents and service requests in Freshservice, assigning correct categories, priorities and impact.
• Route tickets to the appropriate 2nd‑line groups or vendors and monitor progress.
• Keep customers informed about status, escalations and resolutions.
• Identify duplicate or related incidents and flag potential problems.
• Provide after‑hours and on‑call support on a rotational basis.

Required profile

• Relevant IT diploma (advantageous) and Grade 12.
• Minimum 1 year experience in an IT or call‑centre environment.
• Strong understanding of computer software, hardware and mobile devices.
• Familiarity with Google Suite products.
• Excellent customer service, verbal communication and phone etiquette.
• Ability to work under pressure in a fast‑paced, multi‑tasking environment.
• Fluent English and at least one additional official language.

Required skills

• Freshservice (ITSM tool)
• Google Workspace (Google Suite)
• Basic hardware troubleshooting
• Basic software troubleshooting
• Mobile device support
• Remote support tools