Service Desk Agent (Junior) - Talent Pool

About

Description

A junior-level, shift-based role within the central IT service desk (529HELP), acting as the single point of contact (SPOC) for internal end-users. The agent is responsible for acknowledging, logging, classifying, and attempting first-call resolution for all incidents and requests, ensuring actions are completed within agreed Service Level Agreements (SLAs) and maintaining customer satisfaction.

Responsibilities

• Acknowledge, log, classify, and prioritise all incoming incidents and requests
• Perform initial analysis, investigation, and diagnosis
• Attempt first-call resolution where possible
• Refer (assign) unresolved contacts to the correct servicing teams
• Monitor progress, provide updates, and execute escalations for urgent or breached SLA tickets
• Manage group nodes to prevent SLA breaches
• Contribute to the Knowledge Base
• Acknowledge and attempt to resolve complaints at the first line, escalating as necessary

Qualifications

• Education:
• Matric (Essential)
• Diploma in Information Technology (Asterisk (*) indicates
• It is required or highly advantageous)
• Certifications: A+, N+, and MCSE certifications are listed as requirements
• Experience: Previous experience in an IT Service Desk / Helpdesk is required
• Skills & Attributes:
• Attention to detail
• Strong verbal and written communication
• Strong technical competencies
• Ability to work under pressure with high volumes
• Takes initiative, ownership, and works independently

Application instructions:

• This is a Talent Pool posting, meaning applications are gathered for future vacancies. The company's Employment Equity Plan and targets will be considered, and people with disabilities are actively encouraged to apply.