The IT Service Desk Agent will serve as the first point of contact and provide the first level of IT technical support to all HSRC staff through telephone, email and remote computer control.  This includes logging tickets on the Servicedesk system, providing first-line support on various business applications, operating systems, and hardware equipment and also assisting with the onboarding of new staff members.

• Company: Human Sciences Research Council
• Vacancy Type: Full Time
• Job Location: Pretoria, Gauteng, South Africa
• Application Deadline: 14 October 2022

The various Operations directorates in the HSRC, of which Information Technology Support Services (IT) forms part, provide the software and application support platform for achieving the organization’s overall goals. The HSRC seeks to appoint an IT Service Desk Agent on a permanent contract, to be based at the Pretoria office.

The IT Service Desk Agent will serve as the first point of contact and provide the first level of IT technical support to all HSRC staff through telephone, email and remote computer control.  This includes logging tickets on the Servicedesk system, providing first-line support on various business applications, operating systems, and hardware equipment and also assisting with the onboarding of new staff members.

IT Service Desk Agent

Pretoria Based

Permanent appointment

Ref No: (IT – PTA 10/22)

Key Responsibilities:

• Referral and facilitation of incidents and requests to supporting levels and vendors
• Troubleshooting basic end-user issues on various applications, hardware, network and systems.
• Liaise with ISP to resolve internet connections
• First point of contact for users via ServiceDesk or phone
• Documents service and installation actions by completing forms, reports, logs, and records.
• Monitoring status and progress toward resolution of all open Incidents
• Incident registration and initial logging, priority setting and detailed description of Incident or request

Requirements:

• Strong working knowledge of computer systems, hardware and software
• Ability to work in a high-pressure, stressful and fast-paced environment while always remaining professional
• Excellent knowledge of Windows operating systems, Microsoft 0ffice applications, and Outlook
• General understanding of computer networking, security and infrastructure best practices

Qualifications and Work Experience:

• Microsoft A+, N+ certification
• 3-5 years experience in an IT role with the Service desk background
• IT Diploma, ITIL, (Certification in related technical or customer service-oriented discipline)