Job Details

💼 Job Title: Service Desk Agent
🏢 Industry: Information Technology / Technical Support
📍 Location: Hyde Park, South Africa
📄 Job Type: Contract
💻 Work Type: Technical / IT Support
💰 Salary: R15,000 – R20,000 per month

Company Overview

The employer is an established IT services firm providing technical support, infrastructure solutions, and customer-focused IT services to a diverse client base. The organisation places strong emphasis on service excellence, reliability, and continuous improvement, ensuring that clients receive timely, effective, and professional technical assistance.

Customer satisfaction and operational efficiency are central to the company’s service delivery model, supported by skilled service desk professionals and structured escalation processes.

Job Overview

The Service Desk Agent serves as the first point of contact for clients requiring technical assistance. The role is responsible for delivering high-quality customer service while diagnosing, troubleshooting, and resolving a wide range of IT-related issues.

This position requires strong communication skills, technical aptitude, and the ability to manage multiple service requests while adhering to service-level agreements (SLAs). The Service Desk Agent plays a critical role in maintaining customer trust, system reliability, and efficient IT operations.

Key Responsibilities

Manage incoming service requests and incidents with prompt, professional responses
Provide first-line technical support and resolve issues at the first point of contact where possible
Use remote support tools to troubleshoot and assist clients on their devices
Ensure second-line support options are fully explored before dispatching a Field Service Technician (FST)
Escalate unresolved or complex issues to appropriate IT support teams or subject matter experts
Adhere to predefined SLAs for response and resolution times
Maintain clear, consistent communication with clients regarding ticket status and progress
Accurately document all client interactions, diagnostics, and resolutions in the ticketing system
Collaborate with internal IT teams to resolve complex technical issues
Create and update knowledge base articles to improve efficiency and service quality
Stay up to date with technology trends, product updates, and industry best practices
Proactively contribute ideas to improve service delivery and customer experience

Qualifications

High school diploma or equivalent (required)
Bachelor’s degree in IT or a related field (advantageous)

Education

National Senior Certificate or equivalent qualification
Additional IT-related training or tertiary education will be beneficial

Experience and Skills

Experience

Proven experience in a customer service, service desk, or IT support role
Hands-on experience supporting end users in a technical environment

Technical Skills

Strong knowledge of computer hardware and software
Understanding of operating systems (Windows, macOS)
Basic networking fundamentals
Familiarity with ticketing systems and remote support tools

Soft Skills

Excellent verbal and written communication skills
Strong problem-solving and analytical abilities
Ability to multitask and work under pressure
Customer-focused mindset with a proactive attitude
Strong organisational and documentation skills

Certifications (Advantageous)

CompTIA A+
Microsoft Certified Professional
ITIL Foundation or related certifications

CV Tips for the Role

To improve your chances of being shortlisted:

Highlight service desk or IT support experience clearly
Include examples of resolving issues at first contact
Emphasise experience working with ticketing systems and SLAs
Showcase strong customer service and communication skills
List any IT certifications or technical training prominently
Keep your CV concise, technical, and results-focused

Company Policy

The company is committed to fair and transparent recruitment practices and values diversity, professionalism, and ethical conduct.

Employment is subject to verification of qualifications, experience, and references. The organisation reserves the right to amend, withdraw, or not fill the position based on operational requirements.

All employees are expected to uphold high standards of customer service, confidentiality, and professional conduct in line with company policies and industry standards.

To apply for this job please visit sourceworx.breezy.hr.