Service Desk Agents X3

About the position

Elevate Your Career with iOCO Infrastructure Services: Where Innovation Meets Impact.


We are seeking X3 Service Desk Agents to join our team. As a Service Desk Agent  you'll be responsible for resolving complex technical issues and ensuring that our customers are always satisfied.

What you’ll do:

• Efficient and effective logging and allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to and closed.


• Ensure that all calls are logged within ITSM tool as per the required operational processes.


• Assist team with work overload as and when required and ensure general administration work is up to date.


• Ensure high level of customer liaison is maintained at all times and interaction is conducted in a highly professional manner.


• Follow appropriate escalation procedures as and when required.


• Ensure adherence to respective client-specific Operational Manuals.


• Working well under pressure.

Your expertise:

• 1-2 Years’ experience in an IT service desk environment


• 1-2 Years’ Customer service experience 


• 1-2 Years’ experience in First call resolution 

Qualifications required:

• A+, N+ or Higher


• ITIL v3 or ITIL 4

Other information applicable to the opportunity:

• Permanent position


• Location: Remote


• Work environment: Office is Open Plan


• Physical demands: Sitting


• Travel: To the office in the event of power outages or bad network from home

Why work for us?


If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise.


You've arrived at iOCO Infrastructure Services (iOCO IS), where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires.


At our core, we're challengers, disruptors, and innovators. We're a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We're talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.

Desired Skills:

• Adaptability
• Authenticity
• Partnership
• Ingenuity
• Mastery