Junior Service Desk Engineer

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

Pretoria — Onsite, Monday to Friday 07:30–17:00
(May be required to support after-hours escalations if instructed).

01 December 2025

The Junior Service Desk Engineer provides first-line technical support to end-users, assisting with the logging, triage, and resolution of basic Incidents and Service Requests. The role works under supervision to support ICT operations, ensuring accurate record keeping, end-user service quality, and adherence to process and performance expectations under the DOJ ICT Service Support environment.

This role contributes operationally to the Service Desk Operations Management tower
.

• Log, triage, and resolve basic 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 basic 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.

(Aligned to Incident and Service Request Management process obligations)

• Respond to assigned tickets within required SLA time frames.
• Maintain accurate ticket status updates throughout the lifecycle.
• Escalate unresolved or at-risk tickets before SLA breach thresholds.
• Provide professional, courteous support to end-users.
• Communicate updates, resolution steps, or escalations clearly and timeously.
• Support positive customer satisfaction outcomes.

• Ensure ticket information is accurate, complete, current and auditable, including:
  • Categorisation
  • Priority
  • Impact
  • Resolution notes
  • User details
• Update work notes in real time as work is performed.

• Provide accurate input into operational reports including:
  • Daily, weekly, and monthly ticket volumes
  • SLA compliance status
  • Trends and recurring issues
• Learn and follow approved service desk methods, ITIL processes, and tool usage requirements.
• Contribute basic knowledge articles (with review) for recurring known issues and common resolution steps.
• Raise recurring patterns to team leaders or Problem Management for analysis.

Ticket logging accuracy 100% compliant

SLA response and resolution Meets contractual obligations

Communication quality Meets professionalism and user satisfaction expectations

Reporting accuracy and timeliness 100% compliance

Learning progression Demonstrated competence growth across core service desk areas

Derived from the staffing structure in the bid:

• Minimum NQF Level 4 (Matric)
• A+ and N+ certification (or working toward completion)
• Basic ITSM exposure or understanding (advantageous)
• Minimum 1 year experience in an ICT support or helpdesk environment (preferred, not mandatory for junior entry)

• Basic IT troubleshooting (Windows Desktop, printing, applications, VPN, connectivity)
• Basic networking concepts (IP addressing, Wi-Fi, LAN usage)
• Understanding of password resets, domain authentication, and device support
• Familiarity with ITIL framework and ticket handling lifecycle

• Willingness to learn and follow structured instruction
• Patience and resilience working in a high-volume support environment
• Time management and prioritisation
• High attention to detail
• Accountability and teamwork

• Office-based ICT support environment.
• May require extended working hours during escalations, reporting deadlines, or operational surges.