Onsite IT Service Desk Specialist - First-Contact Support

PurpleBlue Technologies; Pretoria; On-site; ZAR 335,000 - 502,000; Full time

Job summary

PurpleBlue Technologies seeks a Service Desk Team Leader for an onsite Pretoria role (Mon–Fri 07:30–17:00). You will oversee first-contact resolution, logging, triage, and escalation per ITSM processes and SLAs, with potential after-hours support during peak demand.

Minimum NQF 4 with A+/N+ certs and 1 year ITSM experience are required, plus 3 years in similar environments. Onsite duties and adherence to government-aligned obligations apply.

Qualifications

• Basic desktop, laptop, and user support knowledge.
• Password/reset support and domain authentication principles.
• Printing, application support, and network connectivity troubleshooting.
• Understanding of ticket ownership and escalation paths.
• Ability to work within an ITIL-aligned ICT operational environment.

Responsibilities

• Log all calls and provide first-line support.
• Escalate tickets to appropriate teams to meet SLAs.
• Maintain 100% ticket accuracy with notes, codes, and closure details.
• Provide professional, timely communication to end users.
• Generate and contribute to operational reporting and knowledge base articles.

Skills

Basic desktop support

Password reset support

Network connectivity troubleshooting

ITIL awareness

Customer service orientation

Education

Minimum NQF Level 4 (Matric)

A+ Certification

N+ Certification

Job description

PurpleBlue Technologies seeks a Service Desk Team Leader for an onsite Pretoria role (Mon–Fri 07:30–17:00). You will oversee first-contact resolution, logging, triage, and escalation per ITSM processes and SLAs, with potential after-hours support during peak demand.

Minimum NQF 4 with A+/N+ certs and 1 year ITSM experience are required, plus 3 years in similar environments. Onsite duties and adherence to government-aligned obligations apply.