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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in IT support, troubleshooting hardware and software issues, and providing exceptional customer service across various platforms. Familiar with Microsoft products, telephony systems, and effective communication skills to manage client interactions and resolve issues efficiently.
Highest-signal resume keywords
IT SupportTroubleshooting Hardware IssuesMicrosoft 365 FamiliarityCustomer SupportTelephony Systems Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingMicrosoft Windows DesktopMicrosoft 365Antivirus ManagementBasic Telephony SystemsConnectivity ChecksRemote SupportCase Management SystemsUser ManagementCall Routing
Soft Skills
Effective CommunicationOrganisational SkillsTime ManagementProblem-SolvingAttention to Detail
Tools & Technologies
Microsoft TeamsMicrosoft ExchangeEntraProvider PortalsAI Tools
Industry Keywords
Service DeskClient SupportIT IssuesVoice SystemsConnectivity Services
About the role
Key responsibilities & impact- Provide world-class service and support for clients across IT, basic voice/telephony systems, and ISP/connectivity services
- Troubleshoot and diagnose IT issues, provide remote support, and assist with maintaining client computer systems
- Perform basic connectivity checks and use relevant provider portals to diagnose and validate service status
- Log and respond promptly and accurately to incidents and requests in the case management system via phone and email
- Attend customer calls promptly and provide efficient and effective support
- Maintain accurate and complete information in case records
- Proactively manage queues and response levels to meet or exceed customer expectations and SLAs
- Resolve IT issues in a timely manner to minimise client downtime
- Provide basic voice and connectivity support, including call routing, extensions, diverts, and connectivity checks
- Assist with basic telephony system and connectivity issues and liaise with relevant teams when escalation is required
Requirements
What you’ll need- Previous experience on a service desk is advantageous
- Proficient in customer support, including phone and email communication
- Understanding of Microsoft products and technologies
- Ability to troubleshoot hardware issues across laptops, desktops, peripherals, and other IT equipment
- Strong understanding of Microsoft Windows Desktop operating systems and related troubleshooting
- Capability of learning new software and systems as required
- Exceptional organisational, time management, and multitasking skills
- Familiarity with Microsoft 365, including user management, Teams, Exchange, and Entra
- Familiarity with basic telephony/voice systems, including call diverts, extensions, and connectivity checks
- Familiarity with antivirus management is desirable
- Willingness to adopt and effectively use AI tools as part of day-to-day work
- Effective verbal and written communication skills
- Strong attention to detail
- Proactive, determined, and persistent approach to problem-solving
- Ability to work independently and collaboratively within a team
- Eagerness to learn and willingness to research faults or refer to documentation
- Comfortable handling IT, basic telephony, and connectivity-related queries
Benefits
Comp & perks- Risk cover, including Life Cover, Critical Illness Cover, funeral benefits and some Disability benefits
- 22 days holiday Balance PLUS UK Bank Holidays
- Increased annual leave based on length of service
- 5% allowance based on basic salary that can be towards Medical Aid
- UPS provided to assist with load shedding (2–4 hours of power for a laptop)
- Babble-issued laptop
- Annual Company Celebrations