Closing Date: Not specified
Location: Cape Town, Western Cape, South Africa
Company: Cape Union Mart International
Posted: 18/08/2025
Job Details
Department: IT
Job Type: Permanent
Minimum Experience: Entry Level
Industry: Retail
Functional Area: Information Technology
Job Description
The IT department seeks a reliable, flexible, and responsible Service Desk Technician to field all calls to the IT Service Desk. The successful candidate will be a quick and logical thinker, able to communicate professionally and clearly, with a strong interest in Information Technology.
Key Responsibilities
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Field & Prioritize Calls: Receive, log, and prioritize incoming IT issues, ensuring urgent problems are resolved quickly.
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Escalation Management: Identify and escalate complex issues to higher-level support teams with detailed information.
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After-Hours Support: Participate in on-call rotation to ensure continuity of service for critical operations.
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Service Improvement: Identify and implement improvements to enhance service desk efficiency.
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Shift Work: Work rotating shifts Monday to Sunday as per schedule.
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Administrative Duties: Manage incident tickets, update documentation, and produce service desk performance reports.
Requirements
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Experience: 2–3 years in a service desk or technical support role.
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Retail Experience (Advantageous): Understanding of IT requirements in retail environments.
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Qualification (Advantageous): Tertiary qualification or certification in IT.
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Technical Skills: Proficient in Microsoft Office, POS systems, Oracle Retail, and SAGE X3 (or similar ERP).
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Hardware Knowledge: Familiarity with computer hardware components and troubleshooting.
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Communication: Excellent written and verbal communication skills for diverse user levels.
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Interpersonal Skills: Ability to liaise with stakeholders at all levels and deliver excellent service.
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Problem-Solving: Strong analytical skills with the ability to prioritize and resolve issues under pressure.
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Team Player: Self-motivated with collaborative mindset.
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Pressure Handling: Ability to perform in a demanding environment while meeting SLAs.
Additional Information
Cape Union Mart is committed to transformation. Appointments will be made in line with the company’s Employment Equity plan, with preference given to candidates who will enhance diversity within the team.