Discovery: IT Service Desk Agent

Key Purpose of the role 

To accurately and efficiently acknolwdge and action all End-User interactions within agreed Service Levels and maintaining the required levels of Customer Satisfaction.

Areas of responsibility may include but not limited to

  • Acknowledgement of all incoming Contact Channel Incidents and Requests in line with contracted SLAs.
  • Accurate logging of all incoming Contacts in the mandated Service Desk Management Tool.
  • Initial Classification and Prioritisation of each Contact against the agreed Severity Matrix and utilizing the correct Contact Categorization.
  • Perform initial Analysis, Investigation and Diagnosis of the Incidents / Requests.
  • Attempt First Call Resolution on all Contacts deemed First Line Resolvable.

Personal Attributes and Skills 

  • Attention to detail.
  • Ability to translate the Customer’s experience and symptoms into meaningful information that aids resolution activities.
  • Ability to understand impact and urgency in order to assign relevant priorities.
  • Strong verbal and written communication skills.
  • Strong technical competencies.
  • Able to work in a highly pressurized environment with high volumes.
  • Takes initiative and works under own direction. Takes ownership and responsibility for work and sees it through to resolution

Qualification Requirements

  • Matric / Grade 12 is essential.
  • Diploma in Information Technology: Networking, completed within the last 12 months

Specific Requirements:

  • Passion for IT
  • No previous internship and or graduate programme in any industry or government institution 
  • No work experience (Essential)
  • Between the ages of 20 – 30 (Essential)
  • You must be a South African Citizen by Birth or by naturalization before the 27th April 1994.


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