Service Desk Engineer

PurpleBlue Technologies; Pretoria; On-site; ZAR 360,000 - 480,000; Full time

Job summary

PurpleBlue Technologies is seeking a Service Desk Team Leader for onsite work in Pretoria. You will provide first and second line technical support across the DOJ ICT environment, ensuring timely resolution of logged calls and adherence to SLAs.

You will lead governance within the Service Desk Operations Management Tower, mentor junior staff, and coordinate with third parties to resolve incidents while keeping stakeholders informed.

Qualifications

• Minimum NQF Level 4 (Matric)
• A+ and N+ certifications
• Minimum 1-year ITSM tool experience
• Minimum 3 years’ experience in a similar ICT support role

Responsibilities

• Log, troubleshoot, resolve or assign Incidents and Service Requests in the ICT service support environment.
• Ensure calls are categorised, prioritised, and actioned per approved processes.
• Log, triage, and resolve intermediate to complex ICT service issues.
• Register Incidents and Service Requests in the ITSM tool per data capture standards.
• Assign calls to resolver queues when beyond first-line capability.
• Coordinate third-party incident resolution and warranty/break-fix repairs.
• Update the Asset Register / CMDB for asset/CI changes.
• Conduct morning checks on assigned service statuses and broadcast updates.

Skills

Resilience under pressure

Accountability

Structured problem solving

Team collaboration

Education

Minimum NQF Level 4 (Matric)

A+ and N+ certifications

Tools

ITSM tool experience

Job description

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

Pretoria — Onsite, Monday–Friday 07:30–17:00 (with availability after hours when required).

01 December 2025

[e-mail]

1. PURPOSE OF THE ROLE

The Service Desk Engineer is responsible for providing first and second-line technical support across the DOJ ICT environment, ensuring timely resolution of logged calls, accurate classification of incidents and service requests, and adherence to service levels, compliance obligations, and service desk operational processes.

This role forms part of the Service Desk Operations Management Tower.

2. KEY RESPONSIBILITIES

• Log, troubleshoot, resolve or assign Incidents and Service Requests within the ICT service support environment.
• Ensure all calls are categorised, prioritised, and actioned according to the approved processes.
• Log, triage, and resolve intermediate to complex 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 intermediate and complex 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.

B. SLA Compliance & Queue Management

• Meet required response and resolution targets for all assigned tickets.
• Proactively manage personal ticket queues to prevent SLA breaches.
• Escalate calls that require advanced technical intervention according to the approved escalation matrix.

C. Customer Support & Communication

• Provide professional, customer-centric communication throughout the ticket lifecycle.
• Maintain regular updates and closure notifications to end-users and stakeholders aligned to defined communication standards.
• Support customer satisfaction improvement actions where applicable.

D. ITSM Tool & Record Accuracy

• Ensure 100% accuracy and integrity of Service Desk records, including:
  • Work notes
  • Resolution details
  • Categorisation and impact details
  • Time stamps and SLA compliance status
• Use the ITSM tool to manage assigned workloads and update ticket status in real time.

E. Reporting Support

• Provide input for operational performance reports including:
  • Daily, weekly, monthly, quarterly, and annual service performance reporting cycles.
• Highlight risks or trends that may affect quality of service delivery.
• Capture incident resolutions and known errors into the knowledge base when required.
• Highlight recurring incidents requiring escalation to Problem Management.

(Aligned to service improvement requirements)

3. PERFORMANCE EXPECTATIONS (SLAs)

SLA Focus Area Standard

Response time compliance Must meet contractual SLA

Resolution time compliance Must meet contractual SLA

Ticket quality 100% accuracy and completeness

Reporting input timeliness 100% adherence

Customer experience alignment Supports meeting satisfaction targets

4. QUALIFICATION & EXPERIENCE REQUIREMENTS

As defined in the contract:

Minimum NQF Level 4 (Matric)
A+ and N+ certifications
Minimum 1-year ITSM tool experience
Minimum 3 years’ experience in a similar role within ICT support

5. TECHNICAL COMPETENCIES

• Windows OS and workstation support
• Microsoft Office and productivity platform troubleshooting
• Hardware (desktop/laptop/peripheral) diagnostics and replacement
• Basic LAN, Wi-Fi and networking troubleshooting
• Experience with ITIL-aligned service management systems

6. BEHAVIOURAL COMPETENCIES

• Resilient and calm when dealing with high-volume or time-critical workloads
• Accountability and ownership of assigned tasks
• Structured problem solving and prioritisation skills
• Ability to work as part of a team within a controlled governance environment

7. WORKING CONDITIONS

• Office-based IT operations support environment