IT Service Desk Agent at Old Mutual Insure – Apply now!

JOB DETAILS

💼 Job Title: IT Service Desk Agent
🏢 Company: Old Mutual South Africa
📍 Location: Johannesburg, Gauteng, South Africa
🕒 Job Type: Full-time
🆔 Job Requisition ID: JR-75512
⏳ Closing Date: 02 February 2026

🏢 COMPANY OVERVIEW

Old Mutual believes in the African opportunity and is committed to building a future driven by inclusive growth, innovation, and trusted financial solutions. With a strong presence across the continent, Old Mutual’s success is built on diverse talent, collaboration, and a shared purpose to help customers and communities thrive.

🎯 JOB OVERVIEW

The IT Service Desk Agent provides first-line technical support to internal users, assisting with basic hardware, software, and application-related issues.

The role focuses on incident logging, troubleshooting, resolution of common IT issues, and escalation of complex problems while delivering professional and customer-focused support aligned with service level agreements.

🧩 KEY RESPONSIBILITIES

• Respond to user queries, incidents, and service requests via phone, email, and service management tools

• Provide first-line support for basic hardware, software, and application issues

• Log, update, and track incidents and service requests accurately

• Perform initial troubleshooting and fault isolation

• Escalate unresolved or complex issues to senior support teams

• Monitor tickets to ensure resolution within agreed SLAs

• Maintain accurate documentation and contribute to the knowledge base

• Deliver professional, friendly, and efficient customer service

• Adhere to organisational policies, procedures, and security standards

• Participate in training, coaching, and continuous learning initiatives

🎓 QUALIFICATIONS

Education

• Bachelor of Commerce (BCom) in Information Technology (Required)

• NQF Level 3 or NQF Level 2 qualifications may be considered

Experience

• Exposure to IT support or service desk environments (advantageous)

• Experience working with ticketing or service management systems

Skills

• Computer literacy and office systems proficiency

• Basic database and information management understanding

• Strong verbal and written communication skills

• Ability to follow processes and work within structured environments

• Customer service orientation and technical aptitude

📄 CV TIPS

• Clearly highlight any IT support, service desk, or helpdesk experience

• List technical tools, systems, or ticketing platforms you have used

• Emphasise customer service and communication skills

• Include relevant IT qualifications and certifications

• Keep your CV concise, structured, and easy to scan

🌟 BENEFITS OF JOINING OLD MUTUAL

• Opportunity to build a career within a leading African organisation

• Exposure to enterprise IT environments and systems

• Structured learning and development opportunities

• Collaborative and diverse workplace culture

• Stable full-time employment with clear career pathways

📜 COMPANY POLICY

Old Mutual South Africa is committed to employment equity and diversity. Appointments will be made in line with the Employment Equity Plan and the requirements of the specific business unit. The company reserves the right not to make an appointment.