IT Service Desk Engineer

Hungry Lion is seeking a proactive and customer-focused IT Service Desk Engineer to join our team. This role is the first point of contact for all IT-related queries, ensuring that incidents and requests are logged, classified, and resolved efficiently to deliver a seamless support experience to our users.

Key Responsibilities

• Act as the first line of support for customers and end-users during scheduled shifts.
• Answer inbound calls promptly and provide basic troubleshooting within SLA.
• Log all incidents and requests accurately in Freshservice (ITSM tool).
• Classify and prioritize incidents with precision, ensuring correct categorization and routing.
• Keep customers and stores informed of progress and resolution timelines.
• Escalate incidents to 2nd line support when required and follow up to ensure SLA compliance.
• Identify duplicate or recurring incidents and flag potential problems.
• Provide remote support via phone or online tools.
• Monitor and track incidents, escalating where necessary to ensure timely resolution.

Requirements

• Grade 12 (Matric).
• A+ , N+, Microsoft Certification Advantageous
• Minimum 1 year of experience in IT support or Point of Sale support
• Strong knowledge of computer hardware, software, mobile devices, and tech products.
• Familiarity with Google Suite applications preferred

Competencies

• Excellent customer service and communication skills (verbal and written).
• Professional phone etiquette and a customer-centric approach.
• Ability to communicate confidently with internal and external stakeholders across multiple countries.
• Strong troubleshooting and problem-solving skills under pressure.
• Fluent in English plus one other official language.
• Ability to multitask in a fast-paced environment.
• Willingness to provide after-hours and on-call support on a rotational basis.
• Quick analytical thinking and adaptability in resolving issues.
• Self-motivated, eager to learn, and solution-oriented.
• Ability to explain technical issues clearly to both technical and non-technical audiences.

Why Join Us?  

You’ll be part of a dynamic IT team that plays a critical role in keeping Hungry Lion’s operations running smoothly. If you thrive in a fast-paced environment, enjoy solving problems, and are passionate about delivering excellent customer service, we’d love to hear from you.