Overview
IT Service Desk Consultant Jobs in Cape Town at Lufthansa InTouch
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Hybrid
PURPOSE OF ROLE
As a Lufthansa InTouch Group function, the Service Desk Consultant role is responsible:
- for providing technical 1st level support to the global LIT environment
- to maintain written record of all incidents and tickets logged.
- comply with all Global IT and Security standards
WORK PERFORMED
- Serve as primary contact for IT issues globally;
- Remotely handle Service Requests from multiple sources such as email, chat and telephone for all employees requiring IT support within LIT;
- 1st Level support involving and not limited to password resets, 2FA token assignments
- Coordinate and consult with “User and Systems Support Specialists”;
- Assign tickets to relevant IT resources where applicable (local IT, 2nd Tier or 3rd Tier support);
- Record, process and maintain all tickets on the LIT IT ticketing system;
- Report unusual and recurring issues to Senior Support Specialists;
- Adhere to troubleshooting steps and escalation processes;
- Always maintain infrastructure knowledge to ensure consistent support delivery.
REQUIRED KNOWLEDE AND EXPERIENCE
- Knowledge and 2 years working experience IT Service Desk and End-User IT support and/or Relevant IT qualification essential.
- Experience supporting booking systems like Amadeus advantageous
- Knowledge of intranet web sites advantageous
- Good MS Office skills are essential.
PERSONAL COMPETENCY REQUIREMENTS
- Flexible, self-motivated and proactive
- Analytical with problem solving skills
- Develop an interest in the Contact Centre industry and its processes
- Fluency in English
- Team player
- Good verbal and written communication skills
- Must be able to work under pressure in a fast paced environment
- Must be able to work weekly alternating shift plans
- Quick learner
KEY RELATIONSHIPS / INTERACTIONS
- User and Systems Support Specialists
- User and Systems Support Teamleader
- Group IT
- Lufthansa InTouch network
- External suppliers and support providers
Job Type: Full-time
Pay: From R12 000,00 per month
Application Question(s):
- Do you have experience in supporting systems like Amadeus?
Education:
- Certificate (Required)
Experience:
- IT Support: 2 years (Required)
Work Location: In person
Title: IT Service Desk Consultant
Company: Lufthansa InTouch
Location: Cape Town
