Service Desk Agent

Service Desk Team Leader
(With operational oversight from Service Desk Operations Manager)

Pretoria — Onsite,
Monday to Friday 07:30–17:00
(May be required to support escalations outside normal hours).

01 December 2025

The Service Desk Agent serves as the first point of contact for all ICT-related Incidents and Service Requests logged by end users. The role ensures accurate call logging, initial triage and resolution of basic support issues, and escalation where necessary in accordance with approved ITSM processes and contractual Service Level Agreements (SLAs).

The role is a core component of the Service Desk Operations Management tower
.

• Receive and log all calls (Incidents and Service Requests) via approved channels (walk-in, phone, portal, or email).
• Provide first-line support to resolve commonly occurring issues where possible.
• Ensure all logged calls include accurate categorisation, priority, and user details.

(Aligned with Incident and Request Management minimum requirements.)

• Action assigned tickets in accordance with required response and resolution times.
• Monitor queue status and ensure calls are escalated before SLA breach thresholds.
• Maintain continuous ticket updates to reflect progress and actions taken.

• Provide professional, courteous, and timely feedback to end users during the ticket lifecycle.
• Ensure the user is informed when a call is resolved, escalated, or placed on hold with justification.
• Support user satisfaction and service experience improvement initiatives.

• Maintain 100% ticket accuracy including:
  • Work notes and timestamps
  • Resolution codes
  • Impact and urgency details
  • Closure notes with verified user acceptance
• Ensure actions recorded are auditable and aligned to process standards.

• Submit accurate inputs for operational reporting cycles, including:
  • Daily
  • Weekly
  • Monthly
  • Quarterly
  • Annual contractual reporting
• Contribute to knowledge base articles (when applicable).
• Report recurring patterns or service trends for Problem Management review.

KPI Category
Expected Standard

Ticket logging compliance 100% accuracy

SLA-based response and resolution compliance Meets or exceeds contractual requirements

Communication quality Professional, timely, aligned to standards

Ticket lifecycle housekeeping No incomplete, stale or not updated tickets

Customer experience Supports achieving satisfaction targets

Based on contract resource requirements:

Minimum NQF Level 4 (Matric)
A+ and N+ Certifications (or completing/near completion)
Minimum 1-year ITSM experience with minimum of 3 years’ experience in similar environment

• Basic desktop, laptop, and user support knowledge
• Password/reset support and domain authentication principles
• Printing, application support, and network connectivity troubleshooting
• Understanding of ticket ownership and escalation paths
• Ability to work within an ITIL-aligned ICT operational environment

• Customer service orientated
• Reliability and accountability
• Ability to remain calm under pressure
• Team collaboration and willingness to learn
• Professional and service-driven demeanour

• Onsite operational support role
• May require extended working hours during peak demand, outages, or escalations
• Strict compliance-driven environment aligned to government service obligations