Support Desk Agent

To deliver exceptional customer service and administrative support to both internal and external stakeholders within the client. This role operates in a fast-paced environment, requiring prompt and effective responses to a high volume of customer interactions across multiple channels, including email, social media, inbound/outbound calls, and walk-in escalations. Key Responsibilities Support Desk Services Respond to and resolve customer enquiries and complaints, applying root-cause analysis to identify underlying issues. Provide accurate and effective solutions in line with service level agreements (SLAs), ensuring high levels of customer satisfaction. Proactively manage and resolve customer requests to prevent escalations and complaints. Manage the shared mailbox in accordance with company standards, policies, and response time requirements. Track and monitor issues from initiation through to resolution. Escalate unresolved or complex issues to the appropriate support level when necessary. Maintain and manage support tickets within the designated ITSM system. Provide regular (weekly) feedback and reporting on support activities. Perform basic technical troubleshooting (e.g. ping, traceroute). Service Delivery & PMO Support Facilitate handover processes between the PMO and Service Delivery teams. Coordinate and manage camera view sign-offs. Support electrical provider sign-offs related to camera installations. Assist with analytics configuration and validation. Customer Onboarding & Audits Conduct vetting of new customers and ensure all onboarding requirements are met. Manage customer onboarding, including welcome processes and system induction. Capture and maintain all required vetting documentation. Verify users and assign appropriate access levels and gradings. Ensure customers and users have correct access to relevant platforms. Perform monthly audits across databases and systems, providing detailed feedback reports. Qualifications & Experience Grade 12 or equivalent qualification. A relevant tertiary qualification in business, administration, or a service-related field is advantageous. Basic understanding of networking and IT concepts. Skills & Competencies Experience in a customer-facing or first-line support environment. Strong ability to manage diverse customer interactions, including handling complaints professionally. Ability to interpret and apply basic technical information and specifications. Strong communication, problem-solving, and multitasking skills in a high-pressure environment.