This job offer is not available in your country.

Helpdesk Agent (IT) - Department of Information Technology Services

University of Pretoria / Universiteit van PretoriaPretoria, ZA

30+ days ago

Job description

Job title : Helpdesk Agent (IT) - Department of Information Technology Services

Job Location : Gauteng, Pretoria

Deadline : September 29, 2025

Quick Recommended Links

Jobs by Location
Job by industries

RESPONSIBILITIES :

The successful candidate’s responsibilities will include, but are not limited to :

Service excellence and support :

Provide first contact support to users with all IT-related problems, including a first contact resolution telephonically or remotely where possible;

Analyse, diagnose and resolve technical problems, or escalate to the relevant support group or vendor;

Record incidents and service requests on the Enterprise Service Management (ESM) platform;

Troubleshoot, document actions, and escalate / close out incident or service request;

Serve all channels used by the users, such as telephone, email, virtual agent, and Enterprise Service Management (ESM);

Manage user expectations with regard to the expected Service Level Agreement (SLA);

Create and maintain knowledge articles;

Monitor incidents and service requests from when they are reported until they are finalised;

Propose updates and additions to the dynamic Service Catalogue;

Stay abreast of societal and environmental issues relevant to the ITS Help Desk;

Adhere to policies and support the University’s security policies / requirements;

Manage and escalate compliments and complaints relating to ITS service delivery;

Execute activities which assist in the implementation of the ITS Helpdesk goals that align with ITS’ and the University’s objectives;

Service enhancement and quality :

Provide quantified feedback and updates on incidents and service requests on the ESM platform;

Manage problem-solving processes transparently through regular stakeholder feedback to promote engagement and trust between ITS and stakeholders;

Manage the resolution of first-line support incidents and service requests directed to the Helpdesk;

Prioritise business needs while providing customers with the best possible service using the relevant tools to ensure service delivery;

Adhere to SLA’s;

Knowledge sharing and engagement :

Provide assistance to the Help Desk Analysts on UP departmental and academic functions;

Liaise with the Help Desk Analyst on internal standard operating procedures and processes;

Provide guidance and information to users as required, and contribute to the development of training documents;

Participate and facilitate on-the-job training, and contribute to and participate in projects;

Contribute and review knowledge-sharing articles;

Liaise and collaborate with other ITS teams to resolve complex issues;

Contribute to the updating of SLA’s in line with technology changes and updates, as required;

Identify trends and recurring issues and make recommendations for improvements;

Cyber and Information Security support :

Partake in critical ITS Cyber and Information Security prevention activities;

Identify changing trends related to security issues, and coordinate the resolution of threats identified by users;

Advise users of threats and how to mitigate them, and implement the required measures to contain threats in collaboration with the ITS Security virtual team;

Adhere to and enforce security guidelines.

MINIMUM REQUIREMENTS :

A relevant three-year National Diploma / NQF level 6 qualification, with

A total of three years’ experience in :

IT Service Desk environment;

Software and hardware troubleshooting;

Working on a service management tool / platform;

A+ certified;

ITIL v4 Foundation certified;

SDI SDA certification;

Grade 12, with

A total of five years’ experience in :

IT Service Desk environment;

Software and hardware troubleshooting;

Working on a Service management tool / platform;

A+ certified;

ITIL v4 Foundation certified;

SDI SDA certification.

ICT jobs

Create a job alert for this search

Of Department • Pretoria, ZA

Related jobs

Promoted

ICT Service Operations Lead

DatacentrixPretoria, Gauteng, South Africa

Implementing ICT policies and strategies.Managing Opex and Capex budgets.Identifying project requirements.Monitoring project progress and expenditure. Managing service level agreements.Handling tele...Show moreLast updated: 4 days ago

Promoted

Technical Support Specialist (3640501) (Networks)

ExecutivePlacements.com - The JOB PortalPretoria, Gauteng, South Africa

Technical Support Specialist (Networks) role at ExecutivePlacements.We are looking for a dedicated Technical Support Specialist with strong problem-solving skills and hands-on experience in trouble...Show moreLast updated: 2 days ago

Promoted

Senior Support Engineer

Phakisa HoldingsCenturion, South Africa

As a Senior IT Support Engineer, youll be responsible for providing high-level technical support across a broad range of systems, including desktops, servers, networking, cloud platforms, and secur...Show moreLast updated: 18 days ago

Promoted

IT Manager (FMCG / MANUFACTURING)

Skills ConnectorCenturion, South Africa

Ensure ICT (Information and Communication Technology) strategy aligned with business objectives and IT trends.Ensure appropriate IT governance is in place, identify and manage IT risks.Ensure IT co...Show moreLast updated: 30+ days ago

Promoted

IT / Technical Support Specialist

GP ConsultPretoria, Gauteng, South Africa

Technical Support / IT Support Specialist - Legal Industry - Lynwood Pretoria.Years experience in similar position.Manage, maintain, and repair IT systems. Responsibilities include diagnosing and re...Show moreLast updated: 30+ days ago

Promoted

IT Support Manager (Level 2)

FACTCenturion, South Africa

Are you a tech-savvy leader with a passion for seamless IT operations and exceptional support delivery? We're looking for an experienced. IT support function and drive operational excellence.You’ll ...Show moreLast updated: 30+ days ago

Promoted

Technical Support Specialist (3640501) (Networks)

IOCOPretoria, South Africa

We are looking for a dedicated Technical Support Specialist with strong problem-solving skills and hands-on experience in troubleshooting hardware, software, and network-related issues.The role inv...Show moreLast updated: 5 days ago

Promoted

IT Operations Manager

PlaceTalentPretoria, South Africa

To ensure the seamless operation, security, and efficiency of our organization's IT infrastructure across multiple sites and locations. This includes managing and supporting various operating system...Show moreLast updated: 30+ days ago

Promoted

Senior Manager : Information Technology - Centurion

MECS AfricaCenturion, South Africa

Minimum 10 years work experience in ICT with.Strategic Direction and Alignment.Leading and developing the IT functional strategy and objectives in line with the Strategy. Developing IT functional op...Show moreLast updated: 26 days ago

Promoted

Applications Engineer

Boardroom AppointmentsKempton Park, South Africa

Work with suppliers to create detailed technical requirements, including system architecture, hardware, software, and data, ensuring risk management, quality considerations, and product deployment ...Show moreLast updated: 30+ days ago

Promoted

IT Manager

Techbridge RecruitmentCenturion, South Africa

Lead IT strategy, software development, infrastructure, and cybersecurity.Oversee full SDLC â from requirements to deployment. Ensure secure, reliable IT systems and compliance with governance sta...Show moreLast updated: 30+ days ago

Promoted

IT Support Engineer

FACTCenturion, South Africa

Accurately diagnose hardware, software, and network issues.Investigate and resolve problems using technical manuals and user feedback. Stay updated with the latest tech trends through trade publicat...Show moreLast updated: 21 days ago

Promoted

IT Helpdesk Engineer

HIREXEWorkFromHome, Gauteng, South Africa

Location : Remote (Must be willing to work EST Timezone).A dynamic American-based Managed Service Provider (MSP) committed to delivering high-quality IT support and solutions to our clients.We pride...Show moreLast updated: 4 days ago

Promoted

Desktop Technician ICT Applications, Infrastructures And Operations Department (Pretoria)

FSCA South AfricaPretoria, ZA

Job title : Desktop Technician ICT Applications, Infrastructures And Operations Department (Pretoria).Job Location : Gauteng, Pretoria. To provide first point of contact for IT services and assist c...Show moreLast updated: 4 days ago

Promoted

IT Graduate

Smith & NephewSandton, Gauteng, South Africa

At Smith+Nephew, we design and manufacture technology that takes the limits off living.We believe that through innovation, development and supporting our customers and patients we can help others a...Show moreLast updated: 2 days ago

Promoted

Senior Manager : Information Technology

FACTCenturion, South Africa

Strategic Direction & Alignment.Develop and implement IT strategy aligned with the company’s corporate objectives.Translate strategic goals into operational plans and KPIs.Stay abreast of global IC...Show moreLast updated: 25 days ago

Promoted

IT Support Engineer (Field & Desktop)

Flink RecruitmentKempton Park, South Africa

IT Support Engineer (Desktop Support).Working hours : Monday Friday 07 : 30 17 : 00 + Standby.Area person should reside in : Kempton Park and surrounding areas, (Client base in Sasolburg and Vereenigi...Show moreLast updated: 24 days ago

Promoted

ICT Service Operations Lead

Data CentrixPretoria, Gauteng, South Africa

Qualifications and Requirements.National Diploma Information Technology.MCSE Microsoft Certified Systems Engineer Qualification. Supervisory or Leadership Development Programme or equivalent qualifi...Show moreLast updated: 4 days ago

1st Line Support Engineer

Uptime Solutions LtdRoodepoort, Gauteng, South Africa

Quick Apply

The Tier 1 Helpdesk Technician is responsible for providing initial technical support to end-users, resolving basic issues, and ensuring the smooth operation of IT systems.This role involves troubl...Show moreLast updated: 25 days ago

Promoted

IT SUPPORT ENGINEER- FIBRE OPTICS (FOURWAYS, JOHANNESBURG)

MPRTCSandton, South Africa

Minimum 2 years experience in IT or Network Support, with exposure to fibre optic and Layer 2 networks.Strong technical knowledge of VLANs, STP, Ethernet, MPLS, and L2 VPN.Hands-on experience with ...Show moreLast updated: 22 days ago