IT Service Desk Agent

Old Mutual South Africa; Johannesburg; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading financial services group seeks an IT Service Desk Agent to provide technical support, assist users with hardware and software issues, and manage incidents in Johannesburg. The ideal candidate will hold a Bachelor's degree in Information Technology and possess strong computer literacy skills. Responsibilities include logging requests, troubleshooting, and maintaining effective communication with users. This role supports both remote and on-site operations while adhering to service protocols.

Qualifications

• Bachelor's degree in Information Technology required.
• Strong computer literacy skills necessary.
• Experience in database administration preferred.

Responsibilities

• Provide first-line technical support to end-users.
• Log, troubleshoot, and resolve incidents and service requests.
• Maintain clear communication with users during issue resolution.

Skills

Computer Literacy

Database Management Systems (DBMS)

Oral Communications

Knowledge Management

Education

Bachelor of Commerce (BCom): Information Technology

Job description

Let’s Write Africa’s Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

IT Service Desk Agent

IT Service Desk Agent provides first-line technical support to end-users, assisting with basic computer hardware, software, and application issues. The role focuses on logging, troubleshooting, and resolving common incidents and service requests, while escalating more complex issues to senior support teams. Support is provided remotely and, where required, on-site.

Responsibilities

User Support

• Respond to user queries, incidents, and service requests via phone, email, or service management systems.
• Assist users with basic hardware, software, and application issues.
• Ensure users understand how to use systems and applications effectively.
• Escalate unresolved or complex issues to senior support teams.

Incident and Request Management

• Log, update, and track incidents and service requests accurately in the service desk system.
• Follow standard operating procedures and escalation processes.
• Monitor tickets to ensure timely resolution in line with service level agreements (SLAs).

Basic Troubleshooting

• Perform initial troubleshooting and fault isolation for common IT issues.
• Apply approved solutions or workarounds under guidance from senior colleagues.

Documentation and Knowledge Base

• Follow existing technical and user documentation when resolving issues.
• Update or contribute basic information to the knowledge base when required.

Administration

• Maintain accurate records, including user details, system access, and incident updates.
• Assist with routine administrative tasks related to service desk operations.

Customer Service

• Deliver friendly, professional, and efficient support to internal users.
• Maintain clear communication and manage user expectations during issue resolution.

Operational Compliance

• Adhere to organizational policies, procedures, and security standards.
• Seek approval from a supervisor before deviating from standard processes.

Work Management

• Manage assigned tasks and tickets according to priority and guidance from supervisors.
• Work collaboratively with team members to meet daily operational targets.

Learning and Development

• Participate in training, coaching, and on‑the‑job learning opportunities.
• Build foundational knowledge of IT systems, tools, and service management best practices.

Skills

Computer Literacy, Database Administration, Database Management Systems (DBMS), Database Queries, Data Controls, Document Management, Executing Plans, Expertise Management System, Knowledge Management, Metadata Management, Object‑Oriented Database Management System (OODBMS), Office Systems, Oral Communications, Policies & Procedures, Test Case Management

Competencies

Collaborates, Communicates Effectively, Decision Quality, Ensures Accountability, Manages Complexity, Optimizes Work Processes, Plans and Aligns, Tech Savvy

Education

Bachelor of Commerce (BCom): Information Technology (Required), NQF Level 3 & NQF Level 2 – Below school leaving

Closing Date

02 February 2026 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!