About the position
Our client, a leading BPO company based in Durban, is looking to fill the position of Application & Service Desk Specialist.
Purpose of the Role:
The Application & Service Desk Specialist is responsible for managing end-to-end IT support operations and application administration across the organisation. This role combines service desk leadership with hands-on application support, covering L1/L2/L3 escalation, device provisioning, asset management, SaaS platform configuration, client-specific application support, API integrations, and vendor coordination.
Operating within a 600-seat BPO call centre environment, this specialist ensures that all agent-facing systems, contact centre applications, and supporting platforms are operational, well-maintained, and continuously improved to support 24/7 operations and contractual SLA commitments.
Key Responsibilities:
Service Desk & End-User Support:
- Manage the IT service desk function, ensuring timely resolution of tickets across L1, L2, and L3 support tiers.
- Provide hands-on L2/L3 technical support for escalated issues affecting contact centre agents.
- Implement and maintain ticketing and ITSM platforms (e.g. Jira Service Management, ServiceNow, Freshdesk).
- Develop and maintain a knowledge base for self-service and first-call resolution improvements.
- Track and report on service desk KPIs: first-call resolution rate, average resolution time, ticket volumes, and CSAT scores.
- Ensure SLA compliance for all support categories (P1 through P4).
Device Provisioning & Asset Management:
- Manage end-to-end device provisioning and deprovisioning for agent onboarding and offboarding.
- Maintain accurate IT asset registers covering hardware (workstations, headsets, phones) and software licences.
- Plan and coordinate hardware refresh cycles and bulk provisioning for new campaigns or projects.
- Implement and manage endpoint management solutions and mobile device management (MDM) where required.
- Ensure all devices meet security baselines and compliance requirements before deployment.
Contact Centre Application Support:
- Provide day-to-day support for contact centre platforms including diallers, CRM systems, workforce management (WFM) tools, and quality assurance applications.
- Configure and maintain client-specific application environments, user profiles, and access permissions.
- Troubleshoot application-level issues including call routing, agent state management, and reporting discrepancies.
- Support campaign launches by configuring dialler settings, skill groups, and IVR workflows.
- Coordinate with application vendors for patches, upgrades, and escalated technical issues.
Telephony Configuration & Support:
- Configure and manage IP phone handsets, softphone clients, and telephony user settings.
- Support call recording, quality monitoring, and compliance features (e.g. PCI pause-and-resume).
- Troubleshoot voice quality issues in collaboration with the Infrastructure & Cloud Engineer.
- Manage telephony user provisioning aligned with campaign requirements and staffing changes.
SaaS Configuration & Administration:
- Administer SaaS platforms used across the business (Microsoft 365, collaboration tools, HR systems, etc.).
- Manage user accounts, licences, permissions, and security configurations across all SaaS applications.
- Evaluate and onboard new SaaS tools, coordinating with security for compliance reviews.
- Ensure data integrity and integration between SaaS platforms and core business systems.
APIs & Integration Support:
- Support and troubleshoot API integrations between contact centre applications, CRM systems, and third-party platforms.
- Monitor integration health, data flows, and error logs to ensure seamless interoperability.
- Coordinate with development teams or vendors to resolve integration issues and implement enhancements.
- Document all integration configurations, data mappings, and dependencies.
Vendor Management:
- Act as the primary technical liaison with application and service vendors.
- Track vendor SLA performance, escalate issues, and drive timely resolution.
- Coordinate vendor access, change requests, and scheduled maintenance windows.
- Manage vendor contracts, renewals, and cost optimisation in collaboration with management.
Qualifications and Experience:
- Grade 12 Senior Certificate
- Diploma or degree in Information Technology, Computer Science, or related field
- 3-5 years' experience in IT support, application administration, or service desk operations
- Hands-on experience supporting contact centre or BPO environments (strongly preferred)
- Experience with ITSM/ticketing platforms (Freshservice, Jira Service Management, ServiceNow, or similar)
- Strong knowledge of Windows desktop/server environments, Active Directory, and Group Policy
- Experience with SaaS administration (Microsoft 365, Google Workspace, or similar)
- Understanding of VoIP/telephony systems and contact centre platforms
- Basic understanding of API concepts, integration patterns, and troubleshooting
Preferred Certifications:
- ITIL Foundation v4 (highly preferred)
- CompTIA A+ or Network+
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- HDI Support Centre Analyst or Team Lead
Advantageous:
- Experience with specific contact centre platforms (Genesys Presence, ViciDial, Aheeva, Connex)
- Knowledge of SOC2/ISO/PCI-DSS requirements as they relate to call centre operations
- Experience with CRM platforms
- Experience with Azure
- Basic scripting ability (PowerShell, Python) for automation of routine tasks
Competency Area / Technologies & Tools:
- Service Desk / ITSM (Freshservice/Freshdesk/ Jira)
- Contact Centre Platforms (Genesys, Presence, Aheeva, ViciDial)
- Telephony & VoIP (IP PBX, softphones, call recording systems)
- Endpoint & Asset Management (VSA, SCCM, Intune, asset tracking systems)
- SaaS Administration (Microsoft 365, Freshdesk)
- APIs & Integration (REST APIs, webhooks, Postman, integration monitoring)
If you are interested in applying for this role, please send a detailed copy of your CV to [Email Address Removed]
If you have not been contacted within two (2) weeks, please consider your application as unsuccessful.
Desired Skills:
- service desk
- end user support
- asset management
- saas configuration and administration
- integration support
- vendor management
