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Junior Service Desk Engineer

POSITION TITLE

Service Desk Engineer (Junior)

📌 REPORTS TO

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

📌 LOCATION

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

📌 START DATE

01 December 2025

📌 SEND ALL APPLICATIONS TO:

info@purpleblue.co.za

1. PURPOSE OF THE ROLE

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.

2. KEY RESPONSIBILITIES

A. First-Line Incident & Request Support

  • 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)

B. SLA Compliance & Queue Discipline

  • Respond to assigned tickets within required SLA timeframes.
  • Maintain accurate ticket status updates throughout the lifecycle.
  • Escalate unresolved or at-risk tickets before SLA breach thresholds.

C. Customer Engagement & Communication

  • Provide professional, courteous support to end-users.
  • Communicate updates, resolution steps, or escalations clearly and timeously.
  • Support positive customer satisfaction outcomes.

D. ITSM System Use & Record Accuracy

  • 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.

E. Reporting Contribution

  • Provide accurate input into operational reports including:
    • Daily, weekly, and monthly ticket volumes
    • SLA compliance status
    • Trends and recurring issues

F. Continuous Learning & Knowledge Contribution

  • 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.

3. PERFORMANCE MEASURES (KPIs / SLAs)

KPI CategoryRequired Standard
Ticket logging accuracy100% compliant
SLA response and resolutionMeets contractual obligations
Communication qualityMeets professionalism and user satisfaction expectations
Reporting accuracy and timeliness100% compliance
Learning progressionDemonstrated competence growth across core service desk areas

4. QUALIFICATIONS & EXPERIENCE REQUIREMENTS

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)

5. TECHNICAL SKILLS REQUIREMENTS

  • 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

6. BEHAVIOURAL CORE COMPETENCIES

  • Customer service orientation
  • 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

7. WORKING CONDITIONS

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

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