POSITION TITLE
Service Desk Agent
📌 REPORTS TO
Service Desk Team Leader
(With operational oversight from Service Desk Operations Manager)
📌 LOCATION
Pretoria — Onsite, Monday to Friday 07:30–17:00
(May be required to support escalations outside normal hours).
📌 START DATE
01 December 2025
📌 SEND ALL APPLICATIONS TO:
info@purpleblue.co.za
1. PURPOSE OF THE ROLE
The Service Desk Agent serves as the first point of contact for all ICT-related Incidents and Service Requests logged by end users. The role ensures accurate call logging, initial triage and resolution of basic support issues, and escalation where necessary in accordance with approved ITSM processes and contractual Service Level Agreements (SLAs).
The role is a core component of the Service Desk Operations Management tower.
2. KEY RESPONSIBILITIES
A. Call Logging & First Contact Resolution
- Receive and log all calls (Incidents and Service Requests) via approved channels (walk-in, phone, portal, or email).
- Provide first-line support to resolve commonly occurring issues where possible.
- Ensure all logged calls include accurate categorisation, priority, and user details.
(Aligned with Incident and Request Management minimum requirements.)
B. SLA Compliance & Queue Handling
- Action assigned tickets in accordance with required response and resolution times.
- Monitor queue status and ensure calls are escalated before SLA breach thresholds.
- Maintain continuous ticket updates to reflect progress and actions taken.
C. Communication & Customer Interaction
- Provide professional, courteous, and timely feedback to end users during the ticket lifecycle.
- Ensure the user is informed when a call is resolved, escalated, or placed on hold with justification.
- Support user satisfaction and service experience improvement initiatives.
D. ITSM Tool Compliance
- Maintain 100% ticket accuracy including:
- Work notes and timestamps
- Resolution codes
- Impact and urgency details
- Closure notes with verified user acceptance
- Ensure actions recorded are auditable and aligned to process standards.
E. Reporting Input
- Submit accurate inputs for operational reporting cycles, including:
- Daily
- Weekly
- Monthly
- Quarterly
- Annual contractual reporting
F. Knowledge & Continuous Improvement Support
- Contribute to knowledge base articles (when applicable).
- Report recurring patterns or service trends for Problem Management review.
3. PERFORMANCE MEASURES (KPIs)
| KPI Category | Expected Standard |
| Ticket logging compliance | 100% accuracy |
| SLA-based response and resolution compliance | Meets or exceeds contractual requirements |
| Communication quality | Professional, timely, aligned to standards |
| Ticket lifecycle housekeeping | No incomplete, stale or not updated tickets |
| Customer experience | Supports achieving satisfaction targets |
4. QUALIFICATIONS & EXPERIENCE REQUIREMENTS
Based on contract resource requirements:
✔ Minimum NQF Level 4 (Matric)
✔ A+ and N+ Certifications (or completing/near completion)
✔ Minimum 1-year ITSM experience with minimum of 3 years’ experience in similar environment
5. REQUIRED TECHNICAL SKILLS
- Basic desktop, laptop, and user support knowledge
- Password/reset support and domain authentication principles
- Printing, application support, and network connectivity troubleshooting
- Understanding of ticket ownership and escalation paths
- Ability to work within an ITIL-aligned ICT operational environment
6. BEHAVIOURAL COMPETENCIES
- Customer service orientated
- Strong verbal and written communication
- Reliability and accountability
- Attention to detail
- Ability to remain calm under pressure
- Team collaboration and willingness to learn
- Professional and service-driven demeanour
7. WORKING CONDITIONS
- Onsite operational support role
- May require extended working hours during peak demand, outages, or escalations
- Strict compliance-driven environment aligned to government service obligations