IT Helpdesk Agent – First Point of Contact

About the role

The Helpdesk Agent (IT) serves as the first point of contact for staff and postgraduate students contacting the ITS Help Desk. The role focuses on delivering high‑quality customer service across all communication channels while logging and tracking requests in the IT Service Management Automation system.

Key responsibilities

• Provide first‑contact support for all IT‑related issues via telephone, email, virtual agent and the Enterprise Service Management (ESM) platform.
• Analyse, diagnose and resolve technical problems or escalate them to the appropriate second‑ or third‑level support team.
• Record incidents and service requests in the ESM system, document actions taken and ensure timely closure.
• Manage user expectations in line with Service Level Agreements (SLAs) and communicate status updates.
• Create and maintain knowledge‑base articles and contribute to the dynamic Service Catalogue.
• Monitor incidents from reporting to finalisation and provide quantified feedback on service performance.
• Adhere to university security policies and handle compliments or complaints related to ITS service delivery.

Required profile

• Post level 9 appointment within the University of Pretoria.
• Strong commitment to service excellence and adherence to established policies.
• Ability to work collaboratively with multiple support teams and stakeholders.

Required skills

• Experience with Enterprise Service Management (ESM) platforms.
• Familiarity with IT Service Management Automation systems.
• Proficiency in using knowledge‑base tools for incident resolution.
• Remote troubleshooting and support capabilities.

What we offer

• Opportunity to work in a leading research university.
• Professional development within the ITS department.
• Engagement with a diverse academic community.