POSITION TITLE
Service Desk Engineer
📌 REPORTS TO
Service Desk Team Leader
(Operational governance under Service Desk Operations Manager)
📌 LOCATION
Pretoria — Onsite, Monday–Friday 07:30–17:00 (with availability after hours when required).
📌 START DATE
01 December 2025
📌 SEND ALL APPLICATIONS TO:
info@purpleblue.co.za
1. PURPOSE OF THE ROLE
The Service Desk Engineer is responsible for providing first and second-line technical support across the DOJ ICT environment, ensuring timely resolution of logged calls, accurate classification of incidents and service requests, and adherence to service levels, compliance obligations, and service desk operational processes.
This role forms part of the Service Desk Operations Management Tower.
2. KEY RESPONSIBILITIES
A. Incident & Request Fulfillment
- Log, troubleshoot, resolve or assign Incidents and Service Requests within the ICT service support environment.
- Ensure all calls are categorised, prioritised, and actioned according to the approved processes.
- Log, triage, and resolve intermediate to complex 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 intermediate and complex 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.
(Linked to minimum functional requirements under Incident and Service Request Management)
B. SLA Compliance & Queue Management
- Meet required response and resolution targets for all assigned tickets.
- Proactively manage personal ticket queues to prevent SLA breaches.
- Escalate calls that require advanced technical intervention according to the approved escalation matrix.
C. Customer Support & Communication
- Provide professional, customer-centric communication throughout the ticket lifecycle.
- Maintain regular updates and closure notifications to end-users and stakeholders aligned to defined communication standards.
- Support customer satisfaction improvement actions where applicable.
D. ITSM Tool & Record Accuracy
- Ensure 100% accuracy and integrity of Service Desk records, including:
- Work notes
- Resolution details
- Categorisation and impact details
- Time stamps and SLA compliance status
- Use the ITSM tool to manage assigned workloads and update ticket status in real time.
E. Reporting Support
- Provide input for operational performance reports including:
- Daily, weekly, monthly, quarterly, and annual service performance reporting cycles.
- Highlight risks or trends that may affect quality of service delivery.
F. Continuous Improvement & Knowledge Management
- Capture incident resolutions and known errors into the knowledge base when required.
- Highlight recurring incidents requiring escalation to Problem Management.
(Aligned to service improvement requirements)
3. PERFORMANCE EXPECTATIONS (SLAs)
| SLA Focus Area | Standard |
| Response time compliance | Must meet contractual SLA |
| Resolution time compliance | Must meet contractual SLA |
| Ticket quality | 100% accuracy and completeness |
| Reporting input timeliness | 100% adherence |
| Customer experience alignment | Supports meeting satisfaction targets |
4. QUALIFICATION & EXPERIENCE REQUIREMENTS
As defined in the contract:
✔ Minimum NQF Level 4 (Matric)
✔ A+ and N+ certifications
✔ Minimum 1-year ITSM tool experience
✔ Minimum 3 years’ experience in a similar role within ICT support
5. TECHNICAL COMPETENCIES
- Windows OS and workstation support
- Microsoft Office and productivity platform troubleshooting
- Hardware (desktop/laptop/peripheral) diagnostics and replacement
- Basic LAN, Wi-Fi and networking troubleshooting
- Experience with ITIL-aligned service management systems
6. BEHAVIOURAL COMPETENCIES
- Strong customer service orientation
- Resilient and calm when dealing with high-volume or time-critical workloads
- Accountability and ownership of assigned tasks
- Structured problem solving and prioritisation skills
- Ability to work as part of a team within a controlled governance environment
7. WORKING CONDITIONS
- Office-based IT operations support environment
- May require overtime during escalations, end-user rollouts, or service disruptions