Overview
Service Desk Agent (IT and ISP Helpdesk) Jobs in City of Cape Town, Western Cape, South Africa at Kibo Connect
Title: Service Desk Agent (IT and ISP Helpdesk)
Company: Kibo Connect
Location: City of Cape Town, Western Cape, South Africa
Service Desk Agent (IT and ISP Helpdesk)
Century City, Cape Town | Kibo Connect
About Kibo Connect
Kibo Connect is a growing IT solutions provider delivering reliable, client-focused technology services. We’re building a team of capable, motivated individuals who take pride in their work and are eager to develop their skills in a supportive, fast-paced environment.
Role Overview
We are looking for a technically minded and customer-focused Service Desk Agent with an ISP and or IT support background. This role is ideal for someone who already has a solid foundation and is ready to grow, take ownership, and build a long-term career in IT support.
You’ll be part of a team where performance matters but equally where development, learning, and practical problem-solving are valued.
Key Responsibilities
- Provide first-line technical & ISP support to clients.
- Log, prioritise, and manage support tickets efficiently
- Troubleshoot and resolve technical issues, escalating when needed
- Maintain strong, professional client relationships
- Coordinate and dispatch support requests effectively
- Take ownership of tasks and ensure timely follow-through
What We’re Looking For
- Minimum 1- 2 years’ experience in an IT Helpdesk and or ISP support environment
- Good understanding of networks, connectivity, and general IT systems
- Strong communication skills and a client-first approach
- Someone who is reliable, organised, and accountable
- Comfortable working both independently and as part of a team
- A genuine interest in learning, improving, and growing within the role
How Performance is Measured
In this role performance success is guided by a few key focus areas:
- Responding to clients promptly and professionally
- Managing tickets on service boards with accuracy and attention to detail
- Meeting agreed service timelines (SLA)
- Maintaining high levels of customer satisfaction
- Demonstrating ownership, accountability, professional conduct and teamwork
- Keeping systems and updates organised and up to date
We are looking for someone who is confident in their abilities, takes pride in doing things properly, and is motivated to improve over time.
Training & Growth
- Training on ConnectWise (our service management system) and Udemy Certification
- Exposure to a variety of IT environments and clients
- Ongoing opportunities to develop technical and professional skills
Important Requirements
- Participation in an after-hours standby roster
- Involvement in lead and sales awareness
- Own reliable vehicle and cell phone required
- Office Based Role
Why Join Kibo Connect?
- Supportive environment focused on growth and development
- Opportunity to build strong technical and client-facing skills
- Work with a team that values accountability, consistency, and collaboration