Junior Computer Technician Service Desk Support Agent

Stellenbosch University; Stellenbosch; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Stellenbosch University is seeking a Junior Computer Technician Service Desk Support Agent to provide first-line technical support and service delivery to stakeholders. The role combines customer-focused service with hands-on IT support across the endpoint environment.

Two posts are available at Stellenbosch Campus, requiring a matric certificate and a one-year IT diploma (or A+/N+ with experience). Strong Windows, MS Office, and ITSM proficiency are essential.

Qualifications

• Matric certificate or equivalent.
• A one-year diploma in IT or related field with two years of service desk experience, or A+/N+ with three years in service desk.
• Proven experience supporting end users and basic IT infrastructure.
• Thorough knowledge of computer systems and IT components.
• Strong Windows OS and MS Office knowledge including license usage rights.

Responsibilities

• Provide first-line technical support to SU stakeholders via telephone, email, and remote sessions.
• Log and document requests accurately in the ITSM system and ensure process adherence.
• Assist with user account and access management as a first-line support.
• Promote cybersecurity awareness and act as a first line of defense for incidents.
• Work as part of a team and independently, meeting deadlines and delivering quality service.

Skills

End-user support

Windows OS

MS Office

Teamwork

Time management

Communication skills

Stand-by after hours

Self-motivated

Education

Diploma in IT or related field

A+ and N+ qualifications

Tools

ITSM platform

Ticketing system

Job description

Department Description/Departement Beskrywing

The Service Desk Agent working in a Junior Computer Technician capacity serves as a critical first point of contact between the ICT function and Stellenbosch University (SU) stakeholders, ensuring reliable, secure, and efficient access to the required ICT services. The role combines customer-focused service desk responsibilities with hands-on technical support, providing timely resolution of service requests, and basic infrastructure issues across the end-point computing environment. This position is responsible for delivering first-line technical support through telephonic, email, and remote assistance channels, while maintaining full lifecycle ownership of core ITIL processes in accordance with ITIL-aligned service management practice. Accurate documentation, adherence to standard operating procedures, and effective escalation are central to maintaining service quality and operational continuity.

Information Technology

Shared Services, Governance and Risk Management

Junior Computer Technician Service Desk Support Agent (Two Posts)

Post Level 11

Stellenbosch Campus

Ref. IT/331/0826

Duties/Pligte

• Providing technical support and service delivery.
• Providing first-line technical assistance, troubleshooting and resolution for end-users.
• Ensuring accurate logging, documentation and process adherence for IT related enquiries and requests by proper use of the ITSM platform.
• Acting as first-line support for user account and access management processes.
• Promoting cybersecurity awareness.
• Acting as first line of defence for security related concerns and incidents.
• Professional conduct and communication.
• Contributing to continual improvement through SU stakeholder satisfaction and implementation of related IT initiatives.

Job Requirements/Pos Vereistes

• Matric certificate.
• A one-year diploma in an IT or related field with two years' experience as a Service Desk Technician, or A+ and N+ qualifications with three years' experience.
• Proven experience as a computer technician or a similar role working with end users with the necessary technical expertise, as well as experience working with end users.
• Thorough knowledge of computer systems and IT components.
• Excellent understanding of Windows operations systems and the Microsoft Office applications, including usage rights of licences.
• Basic understanding of computers and networks.
• The ability to solve computer-related problems independently and practically.
• The ability to function in a team, as well as independently, in a self-motivated and confident manner.
• The ability to empower team members and users and streamline workflow by sharing knowledge and solutions.
• Effective time management skills and the ability to prioritise scheduled and unscheduled tasks.
• The ability to perform well under stress in a dynamic environment.
• Willingness and availability to perform stand-by tasks after hours for additional remuneration.
• Strong written and verbal communication skills.
• Self-motivated, independent, detail orientated, responsible team-player.
• The ability to deal with and support various priorities.
• Excellent teamwork and interpersonal skills.
• The ability to handle various clients and team members with confidence.

Recommendation/Aanbeveling

• Experience with a ticketing system would be advantageous.
• The ability to quickly adapt to a changing environment.
• The ability to learn new concepts and software.
• Understanding of workflow principles.

The University is committed to employment equity (EE), and appointments will be made in line with the institutional EE Plan.

Stellenbosch University reserves the right not to make an appointment.

The University reserves the right to investigate qualifications and conduct background checks on all candidates.

Enquiries/Navrae

Enquiries about this post: Mrs PT Uys on 021 808 4116, or at [e-mail]

Enquiries about remuneration/benefits and technical assistance with the electronic application process: Human Resources Client Services Centre, on 021 808 2753 (Stellenbosch), or 021 938 9636 (Tygerberg), or at [e-mail]

CurrencyZAR Commencement Date01-Jan-2027 Closing Date30-Sep-2026 Amount of Travel Work At Home