Service Desk Engineer

Service Desk Team Leader
(Operational governance under Service Desk Operations Manager)

Pretoria — Onsite, Monday–Friday 07:30–17:00 (with availability after hours when required).

01 December 2025

The Service Desk Engineer is responsible for providing first and second-line technical support across the DOJ ICT environment, ensuring timely resolution of logged calls, accurate classification of incidents and service requests, and adherence to service levels, compliance obligations, and service desk operational processes.

This role forms part of the Service Desk Operations Management Tower
.

• Log, troubleshoot, resolve or assign Incidents and Service Requests within the ICT service support environment.
• Ensure all calls are categorised, prioritised, and actioned according to the approved processes.
• Log, triage, and resolve intermediate to complex ICT service issues.
• Register Incidents and Service Requests in the ITSM tool according to prescribed data capture standards.
• Assign calls to the appropriate resolver queues when beyond first-line capability.
• Facilitate third-party incident resolution and/or request fulfilment for intermediate and complex warranty and break-fix repairs.
• Update the Asset Register / CMDC for any asset and CI changes as part of the support
• Conduct morning checks on assigned service statuses and facilitate broadcast notifications for any issues.

• Meet required response and resolution targets for all assigned tickets.
• Proactively manage personal ticket queues to prevent SLA breaches.
• Escalate calls that require advanced technical intervention according to the approved escalation matrix.

• Provide professional, customer-centric communication throughout the ticket lifecycle.
• Maintain regular updates and closure notifications to end-users and stakeholders aligned to defined communication standards.
• Support customer satisfaction improvement actions where applicable.

• Ensure 100% accuracy and integrity of Service Desk records, including:
  • Work notes
  • Resolution details
  • Categorisation and impact details
  • Time stamps and SLA compliance status
• Use the ITSM tool to manage assigned workloads and update ticket status in real time.

• Provide input for operational performance reports including:
  • Daily, weekly, monthly, quarterly, and annual service performance reporting cycles.
• Highlight risks or trends that may affect quality of service delivery.
• Capture incident resolutions and known errors into the knowledge base when required.
• Highlight recurring incidents requiring escalation to Problem Management.

(Aligned to service improvement requirements)

SLA Focus Area
Standard

Response time compliance Must meet contractual SLA

Resolution time compliance Must meet contractual SLA

Ticket quality 100% accuracy and completeness

Reporting input timeliness 100% adherence

Customer experience alignment Supports meeting satisfaction targets

As defined in the contract:

Minimum NQF Level 4 (Matric)
A+ and N+ certifications
Minimum 1-year ITSM tool experience
Minimum 3 years’ experience in a similar role within ICT support

• Windows OS and workstation support
• Microsoft Office and productivity platform troubleshooting
• Hardware (desktop/laptop/peripheral) diagnostics and replacement
• Basic LAN, Wi-Fi and networking troubleshooting
• Experience with ITIL-aligned service management systems

• Resilient and calm when dealing with high-volume or time-critical workloads
• Accountability and ownership of assigned tasks
• Structured problem solving and prioritisation skills
• Ability to work as part of a team within a controlled governance environment

• Office-based IT operations support environment