POSITION TITLE
Service Desk Agent (Junior)
📌 REPORTS TO
Service Desk Team Leader
(Operational direction under the Service Desk Operations Manager)
📌 LOCATION
Pretoria — Onsite, Monday to Friday 07:30–17:00
(May occasionally support escalations or extended support windows if instructed.)
📌 START DATE
01 December 2025
📌 SEND ALL APPLICATIONS TO:
info@purpleblue.co.za
1. PURPOSE OF THE ROLE
The Junior Service Desk Agent assists with first-line ICT support, including call logging, basic troubleshooting, accurate triaging, and customer communication. The role provides foundational support to the Service Desk function and is responsible for ensuring high-quality service interactions, proper documentation, and adherence to SLA-driven response expectations under supervision.
This position supports the Service Desk Operations Management Tower.
2. KEY RESPONSIBILITIES
A. Call Logging & Classification
- Receive, log, and classify all incoming ICT-related calls (Incidents and Service Requests) via phone, walk-in, or email.
- Ensure correct:
- Priority
- Category
- User details
- Location and device information
- Escalate or assign tickets appropriately when not resolvable at first contact.
(Aligned to the ITSM requirements for Incident & Request Management.)
B. First Contact Resolution Support
- Provide basic troubleshooting support and resolve standard, low-complexity issues within capability and supervision boundaries.
- Follow standard scripts, work instructions, and predefined resolution steps.
C. SLA Awareness & Ticket Handling Discipline
- Ensure all responses and ticket updates meet required response and communication timeframes.
- Promptly escalate tickets at risk of breaching SLA.
- Maintain discipline in queue management and workflow sequencing.
D. Customer Experience & Communication
- Deliver courteous, professional customer service at all times.
- Keep the end user informed on progress, follow-ups, and closure of tickets.
- Support overall customer satisfaction efforts.
E. ITSM System Compliance & Documentation
- Maintain full and accurate records of all actions taken on a ticket, ensuring audit-ready compliance.
- Ensure:
- Timestamping is accurate
- Notes reflect actual work done
- Closure descriptions are complete and clear
- No incomplete, open, or abandoned tickets remain under assignment
F. Reporting & Improvement Participation
- Provide input for daily, weekly, and monthly reporting cycles:
- Ticket volumes
- SLA performance
- Recurring patterns or errors identified
- Report trends observed for Problem Management escalation.
3. PERFORMANCE INDICATORS (KPIs)
| KPI Category | Expected Standard |
| Ticket logging accuracy | 100% compliance |
| SLA-based response and follow-up cadence | Meets contract requirements |
| Communication professionalism | Fully compliant with service standards |
| ITSM ticket housekeeping | No missing or incorrect data |
| Service behaviour | Positive contribution to customer satisfaction |
4. QUALIFICATION & EXPERIENCE REQUIREMENTS
Based on contract staffing specifications:
✔ Minimum NQF Level 4 (Matric)
✔ A+ and N+ Certification (or actively working toward completion)
✔ Basic IT support exposure (internship or entry-level ITSM ticket handling experience preferred)
✔ Minimum 1 year ITSM tool exposure (advantageous, not mandatory for junior entry)
5. TECHNICAL SKILLS REQUIREMENTS
- Basic understanding of desktop support and troubleshooting
- Basic networking (Wi-Fi, LAN, connectivity awareness)
- Printing and peripheral support
- Password resets and user assistance capability
- Ability to operate within ITIL-aligned support processes
6. BEHAVIOURAL & ROLE EXPECTATIONS
- High willingness to learn and follow structured SOPs
- Professional communication and customer-service orientation
- Ability to work within a controlled process-driven environment
- Patience and resilience in high-volume support conditions
- Accountability and time-management discipline
- Team-focused collaboration mindset
7. WORKING CONDITIONS
- Office-based ICT environment
- Role may occasionally require extended hours for high-priority service windows, outages, or project rollouts.