Junior Service Desk Engineer

PurpleBlue Technologies; Pretoria; On-site; ZAR 180,000 - 240,000; Full time

Job summary

PurpleBlue Technologies in Pretoria is seeking a Junior Service Desk Engineer to provide first-line IT support under supervision and log, triage, and resolve basic incidents and service requests.

You will work within the Service Desk Operations Management tower, log tickets in the ITSM tool, and help escalate complex issues while maintaining accurate records.

On-site role with potential after-hours escalations; 1 year ICT support experience preferred; Matric and A+/N+ advantageous.

Qualifications

• Matric/grade 12 and related certifications preferred.
• Experience with basic ITSM concepts and incident handling is advantageous.
• Familiarity with ITIL processes and ticket lifecycles is beneficial.

Responsibilities

• Log, triage, and resolve basic ICT service issues.
• Register Incidents and Service Requests in the ITSM tool per standards.
• Escalate complex issues to resolver queues and support after-hours escalations if needed.
• Update Asset Register/CMDB for asset and configuration changes.
• Provide timely updates and maintain ticket accuracy and closure notes.

Skills

Basic IT troubleshooting

Networking concepts

Password resets & domain auth

ITIL framework knowledge

Education

NQF Level 4 (Matric)

A+ certification

N+ certification

Job description

Service Desk Team Leader
(Operational oversight under Service Desk Operations Manager)

Pretoria — Onsite, Monday to Friday 07:30–17:00
(May be required to support after-hours escalations if instructed).

01 December 2025

[e-mail]

1. PURPOSE OF THE ROLE

The Junior Service Desk Engineer provides first-line technical support to end-users, assisting with the logging, triage, and resolution of basic Incidents and Service Requests. The role works under supervision to support ICT operations, ensuring accurate record keeping, end-user service quality, and adherence to process and performance expectations under the DOJ ICT Service Support environment.

This role contributes operationally to the Service Desk Operations Management tower.

2. KEY RESPONSIBILITIES

• Log, triage, and resolve basic ICT service issues.
• Register Incidents and Service Requests in the ITSM tool according to prescribed data capture standards.
• Assign calls to the appropriate resolver queues when beyond first-line capability.
• Facilitate third-party incident resolution and/or request fulfilment for basic warranty and break-fix repairs.
• Update the Asset Register / CMDC for any asset and CI changes as part of the support
• Conduct morning checks on assigned service statuses and facilitate broadcast notifications for any issues.

(Aligned to Incident and Service Request Management process obligations)

B. SLA Compliance & Queue Discipline

• Respond to assigned tickets within required SLA timeframes.
• Maintain accurate ticket status updates throughout the lifecycle.
• Escalate unresolved or at-risk tickets before SLA breach thresholds.
• Provide professional, courteous support to end-users.
• Communicate updates, resolution steps, or escalations clearly and timeously.
• Support positive customer satisfaction outcomes.

D. ITSM System Use & Record Accuracy

• Ensure ticket information is accurate, complete, current and auditable, including:
  • Categorisation
  • Priority
  • Impact
  • Resolution notes
  • User details
• Update work notes in real time as work is performed.

E. Reporting Contribution

• Provide accurate input into operational reports including:
  • Daily, weekly, and monthly ticket volumes
  • SLA compliance status
  • Trends and recurring issues
• Learn and follow approved service desk methods, ITIL processes, and tool usage requirements.
• Contribute basic knowledge articles (with review) for recurring known issues and common resolution steps.
• Raise recurring patterns to team leaders or Problem Management for analysis.

KPI Category Required Standard

Ticket logging accuracy 100% compliant

SLA response and resolution Meets contractual obligations

Communication quality Meets professionalism and user satisfaction expectations

Reporting accuracy and timeliness 100% compliance

Learning progression Demonstrated competence growth across core service desk areas

4. QUALIFICATIONS & EXPERIENCE REQUIREMENTS

Derived from the staffing structure in the bid:

• Minimum NQF Level 4 (Matric)
• A+ and N+ certification (or working toward completion)
• Basic ITSM exposure or understanding (advantageous)
• Minimum 1 year experience in an ICT support or helpdesk environment (preferred, not mandatory for junior entry)

5. TECHNICAL SKILLS REQUIREMENTS

• Basic IT troubleshooting (Windows Desktop, printing, applications, VPN, connectivity)
• Basic networking concepts (IP addressing, Wi-Fi, LAN usage)
• Understanding of password resets, domain authentication, and device support
• Familiarity with ITIL framework and ticket handling lifecycle

6. BEHAVIOURAL CORE COMPETENCIES

• Willingness to learn and follow structured instruction
• Patience and resilience working in a high-volume support environment
• Time management and prioritisation
• High attention to detail
• Accountability and teamwork

7. WORKING CONDITIONS

• Office-based ICT support environment.
• May require extended working hours during escalations, reporting deadlines, or operational surges.