512 Service Desk jobs in South Africa

Time left to apply: End Date: July 31, 2025 (19 days left to apply)

Job requisition id: JR102767

Job Purpose

Contributes to the organisational goals by delivering an efficient IT desktop service, supporting and resolving operational issues, and suggesting improvements within the IT capabilities. Identifies trends leading to innovation and continuous improvement.

• User Support: Provide advice and assistance to users to resolve basic and complex queries, ensuring applications/website capabilities are well understood by the business. May manage a help desk team.
• Information and Business Advice: Resolve complex queries from internal or external customers or suppliers by providing information on SOPs and self-help procedures, referring the most complex issues to others.
• Customer Service: Provide quality service to customers, including dealing with complex queries and resolving problems.
• Client & Customer Management (Internal): Help manage internal clients by carrying out standard activities and providing support to others.
• Operational Compliance: Develop knowledge of organizational policies, procedures, regulatory codes, and codes of conduct, adhering to mandatory procedures to meet standards.
• Solutions Analysis: Interpret data and identify possible solutions, navigating various processes and precedents.
• Work Scheduling and Allocation: Design monthly work schedules and assign tasks to others to improve workflow and prioritize high-importance tasks.
• Administration: Produce, update, and support MS documents, databases, and departmental systems to assist senior colleagues.
• Personal Capability Building: Develop and maintain technical skills through assessment, development activities, training, and coaching.

Education

School Grade 12 (Required)

Experience

Minimum 2 years' service desk support experience within a medium to large corporate (Essential).

Our work experience reflects our culture, core values, company meetings, success commitments, recognition programs, and most importantly, our people. Our employees are disciplined, hardworking, curious, trustworthy, humble, and truthful. They make choices for the benefit of the team, seek opportunities to collaborate and make a difference, and help us be the #1 Top Workplace in our area.

Our Client is looking for a Service Desk Analyst who will be responsible for providing first line technical support and customer service. A broad understanding of technical procedures and infrastructure is required. Your role will be to handle customer interactions on daily support issues whilst maintaining the set SLA set forth by the client.

What youâ€ll do :

• Acknowledging failures and incidents logged to you are resolved within SLA.
• Ensure all calls logged via email are accepted and addressed with the end user within agreed upon SLA.
• Follow up on escalated tasks with non-client facing support to ensure SLA compliance.
• Escalate and address any tasks that are in breach SLA.
• Ensure end-user feedback to keep the user updated on the progress of any incidents and request logged.
• Co-ordinating and assisting with all Onsite operations. e.g., Network point installations, Wireless AP installations, Desktop systems upgrades, etc.
• Desktop Support (Minimum 1 year+ experience)
• Microsoft Office Competence (including Word, PowerPoint, Excel Outlook)Â
• Working within a Domain supporting Windows based thin and fat clients. Â
• Microsoft Office Competence (including Projects Visio) - Advantageous
• Microsoft Active Directory - Advantageous

Qualifications required :

• Matric Maths / a Full N3 Qualification including MathsÂ
• Certificate or Diploma in ITÂ
• Microsoft Certified Systems EngineerÂ
• Microsoft Certified Professional CertificationÂ
• Advantageous :

Other information applicable to the opportunity :

• Contract Position : 12 Months
• Location : Springs, east of Johannesburg
• Travel : Own transport is required

Our client is a renowned leader in office automation and document management, offering a diverse range of solutions including printers, copiers, multifunction devices, document management software, and related services. With a strong reputation for reliability, innovation, and customer-centricity, our client is trusted by businesses across various sectors for enhancing productivity and streamlining workflows. They are known for their commitment to sustainability and continuous development of advanced solutions tailored to modern business needs.

Step into the role of Service Desk Coordinator, where your Grade 12/Matric qualification, exceptional communication skills, and Microsoft Office prowess, especially in Excel, are your keys to success. Dive into a dynamic position that thrives under pressure, from handling stock takes to orchestrating engineering tasks on Service Now (SNOW). Be the vital link in our operational chain, seamlessly connecting customers, technicians, and departments while delivering top-tier service with every client call. Elevate your career trajectory with this exciting opportunity!

• Assisting with stock takes;
• Creating engineering tasks on the Service Now system;
• Performing general administrative duties as required by the supervisor;
• Providing general assistance and communication between customers, technicians, and relevant departments;
• Logging calls from clients.

• Grade 12/Matric qualification;
• Effective communication skills;
• Computer literate, with proficiency in Microsoft Office, especially Excel;
• Ability to work under pressure;

Salary: R10 500 CTC per month.
Working Hours: 08h00 to 16h30, Monday to Friday.

Our client is a renowned leader in office automation and document management, offering a diverse range of solutions including printers, copiers, multifunction devices, document management software, and related services. With a strong reputation for reliability, innovation, and customer-centricity, our client is trusted by businesses across various sectors for enhancing productivity and streamlining workflows. They are known for their commitment to sustainability and continuous development of advanced solutions tailored to modern business needs.

Step into the role of Service Desk Coordinator, where your Grade 12/Matric qualification, exceptional communication skills, and Microsoft Office prowess, especially in Excel, are your keys to success. Dive into a dynamic position that thrives under pressure, from handling stock takes to orchestrating engineering tasks on Service Now (SNOW). Be the vital link in our operational chain, seamlessly connecting customers, technicians, and departments while delivering top-tier service with every client call. Elevate your career trajectory with this exciting opportunity!

• Assisting with stock takes;
• Creating engineering tasks on the Service Now system;
• Performing general administrative duties as required by the supervisor;
• Providing general assistance and communication between customers, technicians, and relevant departments;
• Logging calls from clients.

• Grade 12/Matric qualification;
• Effective communication skills;
• Computer literate, with proficiency in Microsoft Office, especially Excel;
• Ability to work under pressure;

Salary: R10 500 CTC per month.
Working Hours: 08h00 to 16h30, Monday to Friday.

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Main Responsibilities

• Team Leadership & Management:
  
  

• Incident & Request Management:
  
  

• Service Delivery Optimization:
  
  

• Escalation & Issue Resolution:
  
  

• Service Level Agreement (SLA) Management:
  
  

• Performance Monitoring & Reporting:
  
  

• User Training & Support
  
  

• Collaboration with IT Teams:
  
  

• Problem Management & Root Cause Analysis:
  
  

• Budget & Resource Management:
  
  

• Customer Service Excellence:
  
  

• Minimum of 5-7 years of experience in IT support, with at least 2-3 years in a supervisory or management role.
• Experience in managing a service desk in a complex, regulated environment, preferably in a banking or financial services setting.
• Familiarity with IT service management (ITSM) tools (e.g., ServiceNow, JIRA, Remedy) and ticketing systems.
  
  

• Strong knowledge of IT infrastructure, desktop applications, operating systems (Windows, macOS, Linux), and common banking software and tools.
• Understanding of network protocols, security standards, and troubleshooting methodologies.
• Knowledge of remote desktop support tools and enterprise-level ticketing systems.

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Information Technology
• Industries Technology, Information and Media

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Johannesburg, Gauteng, South Africa 1 day ago

Johannesburg, Gauteng, South Africa 6 days ago

Johannesburg, Gauteng, South Africa 3 days ago

Randburg, Gauteng, South Africa 3 days ago

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• Manage the daily operations of the Service Desk team, including 1st and 2nd line support
• Build and maintain a cohesive team; coach, mentor, and develop staff
• Ensure the team is aligned with business goals and service objectives
• Lead by example, modeling the desired work ethic and professional behavior
  
  

• Ensure SLAs and other performance metrics are consistently met, identifying and rectifying any potential issues
• Track, analyze, and report on performance against SLAs and other key service metrics
• Coordinate escalations and resolve high-priority incidents in a timely manner
• Implement and monitor service improvement plans
  
  

• Identify and implement process improvements to enhance service desk efficiency and service quality
• Ensure compliance with best practices, frameworks (e.g., ITIL), and relevant industry standards
• Drive the adoption of tools and technologies to improve service delivery
  
  

• Generate regular reports for management on Service Desk performance, including ticket volumes, resolution times, and customer satisfaction
• Analyze trends and use data to identify areas for improvement
  
  

• Serve as the primary point of contact for all service desk-related issues within the organization
• Communicate effectively with key stakeholders, ensuring alignment with business objectives
• Manage relationships with external vendors and partners where applicable
  
  

• Oversee 1st and 2nd line technical support to ensure the efficient handling of incidents and requests
• Provide guidance and escalation support for the team on complex technical issues
• Collaborate with other IT teams to ensure seamless resolution of cross-functional issues
  
  

• 5+ years of experience in IT technical support, including 2+ years in a managerial role
• Demonstrated experience managing 1st and 2nd line support teams
• Experience working under high-pressure environments and adhering to SLAs
• Strong background in ITIL or other relevant service management frameworks
• Technical Skills: In-depth knowledge of networking, internet protocols, and IT systems. Hands-on experience in troubleshooting technical issues across a range of technologies and platforms
• Knowledge of helpdesk ticketing systems and performance metrics reporting
• Familiarity with cloud technologies, VPNs, remote access, and desktop support
• Soft Skills: Strong leadership, communication, and interpersonal skills. Ability to coach and develop a team while fostering a positive and productive working environment. Excellent problem-solving skills with the ability to handle complex and escalated issues. High level of accountability and ownership for the Service Desk's performance
  
  

Job Title: Service Desk Engineer (Hybrid – Cape Town)

We’re looking for a skilled Service Desk Engineer to join our dynamic IT team based in Cape Town . This hybrid role requires working in-office three times a week , with the flexibility to work remotely on the remaining days.

Key Responsibilities:

• Provide first- and second-line technical support to end users.

• Troubleshoot hardware, software, and network issues.

• Manage service requests and incidents through the ticketing system.

• Collaborate with internal teams to ensure timely issue resolution.

Requirements:

• Proven experience in a service desk or IT support role.

• Strong knowledge of Windows OS, Microsoft 365, and basic networking.

• Excellent communication and problem-solving skills.

• Customer-focused with a proactive approach.

If you're a tech-savvy professional who thrives in a collaborative environment, we’d love to hear from you!

Time left to apply: End Date: July 31, 2025 (19 days left to apply)

Job requisition id: JR102767

Job Purpose

Contributes to the organisational goals by delivering an efficient IT desktop service, supporting and resolving operational issues, and suggesting improvements within the IT capabilities. Identifies trends leading to innovation and continuous improvement.

• User Support: Provide advice and assistance to users to resolve basic and complex queries, ensuring applications/website capabilities are well understood by the business. May manage a help desk team.
• Information and Business Advice: Resolve complex queries from internal or external customers or suppliers by providing information on SOPs and self-help procedures, referring the most complex issues to others.
• Customer Service: Provide quality service to customers, including dealing with complex queries and resolving problems.
• Client & Customer Management (Internal): Help manage internal clients by carrying out standard activities and providing support to others.
• Operational Compliance: Develop knowledge of organizational policies, procedures, regulatory codes, and codes of conduct, adhering to mandatory procedures to meet standards.
• Solutions Analysis: Interpret data and identify possible solutions, navigating various processes and precedents.
• Work Scheduling and Allocation: Design monthly work schedules and assign tasks to others to improve workflow and prioritize high-importance tasks.
• Administration: Produce, update, and support MS documents, databases, and departmental systems to assist senior colleagues.
• Personal Capability Building: Develop and maintain technical skills through assessment, development activities, training, and coaching.

Education

School Grade 12 (Required)

Experience

Minimum 2 years' service desk support experience within a medium to large corporate (Essential).

Our work experience reflects our culture, core values, company meetings, success commitments, recognition programs, and most importantly, our people. Our employees are disciplined, hardworking, curious, trustworthy, humble, and truthful. They make choices for the benefit of the team, seek opportunities to collaborate and make a difference, and help us be the #1 Top Workplace in our area.

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Job Title

Location

Selby - Johannesburg, GP 2001 ZA (Primary)

Occupational Level

Senior Management

Job Category

Product

Job Type

Permanent

Description

BankservAfrica form part of the South African National Payments System and are a trusted partner of the financial industry, including banking institutions, and therefore require that employees adhere to unwavering standards of honesty and transparency in performing their duties.

PURPOSE

This role is responsible for supporting a suite of products and services within the product portfolio. The service manager is ultimately responsible for the ownership of customer issues and is required to follow problems through to resolution.

This role will be required to support the service department for product.

Product service management will be required to ensure proactive monitoring of product performance through management of product service requests. Actively mitigate product risk and expedite query or product defect requirements with IT, Product Servicing and processing. The Service manager will support product to ensure queries are resolved within product SLA.

The specific activities under the Service Management role include (not limited to):
- Product Service Management
- Product Servicing Co-ordination
- Product Service request resolution
- Customer Engagement

You will engage with the following stakeholders:

Key stakeholders the Product Manager will engage with are:
- Internal stakeholders:
o Product Lifecycle Management (PLM)
o Customer Lifecycle Management (CLM)
o Business Support
o Product Architecture
o IT delivery teams
o Incident management teams
o Problem management teams
o Risk management
o Shared Services stakeholders
o Scheme (PayShap and TCIB)
- External Customers

Key responsibilities include:
Finance:
•Financial Management: Demonstrate cost awareness and control and provide input into the PLM budget to support the service area. Manage billing and customer
billing processes to ensure accurate and timely billing.

Stakeholders:
• Stakeholder Engagement: Manage and maintain good stakeholder relationships, ensuring the team delivers on internal and external stakeholder requirements
and SLAs. Deliver and manage high-standard communications across customers and IT to ensure problems are prioritized and customer needs are met. Provide
regular communications to customers across the organization, represent the customer view within all IT teams, attend customer meetings, understand
customer needs, and manage timing and expectations on a case-by-case basis against customer SLAs. Manage escalations of incidents and queries to
resolution.

Delivery of Business Processes / Projects:
• Strategic Alignment: Develop a detailed service strategy for the product suite, including gap/needs identification, risks, and opportunities, and manage
accordingly. Collaborate with BankservAfrica departments and Product Managers to optimize service delivery. Ensure products perform within agreed SLAs to
ensure revenue retention and protection. Provide support with the implementation of projects in the capacity of Project Owner/Sponsor/Support.

Initiative/Projects for Continuous Improvement:
• Identify and scope opportunities for improvement and innovation. Deploy client or company-specific projects in line with company standards and in
agreement with the line manager, where required. Understand customer trends, escalate threats and opportunities through the relevant internal channels.

Service Management:
• Timeously report incidents identified post-production and communicate and manage until resolved. Collaborate with Change Management processes to ensure
resolutions are successfully implemented. Coordinate with internal IT teams in the identification of major incidents; manage major incidents to ensure
they are diagnosed and escalated to appropriate and consistent quality standards. Interface with Service Desk, IT support staff, and customers to ensure
accurate and appropriate communications during major incidents. Ensure the team stays abreast of all new customer information, including contacts, SLAs,
manuals, and any relevant documentation before a new customer goes live. Control resources and utilize assets to achieve quality and measurable targets. E
Ensure that the relevant systems and sufficient staff are in place to support the PLM area. Manage the lifecycle of customer queries, incidents,
escalations, and requests from reporting, allocation, resolution, and closure. Ensure call resolution and closure in accordance with the relevant customer
SLA. Drive required support from internal stakeholders against any internal Operational Level Agreement to achieve desired customer SLA resolution. Manage
any exceptions and escalations through to completion and closure. Ensure the service team remains continually up to date on required customer SLAs and
internal OLAs.

Reporting:
• Manage the automated, system-generated customer report process. Ensure the accuracy of reporting information. Ensure timely delivery of any
required/requested reports. Keep accurate records and document customer service actions and discussions. Provide monthly reporting of service queries,
turnaround times, and breaches of SLA.

Compliance and Risk:
• Compliance and Risk Management: Ensure the service management area follows relevant procedures and delivers within documented SLAs. Ensure compliance with
relevant policies and procedures, regulation, and legislation. Ensure risks are raised, escalated, and reported on immediately. Ensure compliance with
product and industry disaster recovery requirements. Ensure that the Service Desk has an updated processes and procedures document in place.

People:
• Skills Transfer and Support: Manage employees through the employee lifecycle, including recruitment, performance and reward. Build a high-performance team
through regular individual and team engagement sessions. Coach and develop team members to ensure talent retention. Assist team members to ensure
understanding of required deliverables and stay abreast of technical skills.

QUALIFICATIONS / KNOWLEDGE
- Relevant Tertiary education BComm/ degree/diploma/certification
- Required computer literacy levels
- MS Office suite

EXPERIENCE
- 7 – 10 years’ experience in Service Delivery / Client Management
- Experience in the National Payment System of South Africa (Advantageous)
- BankservAfrica Payment and Product knowledge
- Other experience: Client and Relationship Management
- Management experience