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Cape Union Mart
Service Desk TechnicianCape Union Mart • Cape Town, ZA
Service Desk Technician

Service Desk Technician

Cape Union Mart • Cape Town, ZA
16 days ago
Job description

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.

Minimum Requirements:

  • 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+).

Technical Proficiency:

  • 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.

Key Competencies:

  • 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.
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Service Desk Technician • Cape Town, ZA

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