Service Desk Agent x4

Purpose of the Job:

This is an inbound position and the point of contact for 1st tier support and customer call logging. Service Desk Agent will be required to Log tickets and update tickets as well as do first line diagnosis. They will be required to answer calls and create tickets as per client requests.

Job Responsibilities:

• Receive and log all cases logged via email or telephonically by Internal Users
• Ensure Incident Resolution within the timeframes stipulated in the SLA
• Provide first level support for basic technical service requests and queries
• Ensure that cases are managed in accordance to the Case Management process
• Assign calls to relevant teams after logging
• Provide regular, accurate feedback and liaise with customer in a professional manner
• Close resolved cases upon confirming with customer to ensure customer satisfaction
• Escalate issues/complaints to Management or Team Leads

Qualifications:

• Grade 12
• A+
• N+
• ITIL V3 Foundation (Advantage)

Experience:

• 12 Months Helpdesk Experience
• Desktop support (advantage)

Knowledge and understanding of :

• Demonstrated knowledge, experience and expertise in the following:
• Incident Management
• Problem Management
• Change Management
• Administration
• Technical knowledge with experience on helpdesk and troubleshooting
• Knowledge of Microsoft applications
• Strong interpersonal, communication skills and attention to detail

Skills:

• Interpersonal
• Analytical
• Written and verbal Communication
• Time management
• Problem-solving

Attributes:

• Professional
• Detail-oriented
• Self-motivated
• Positive attitude
• Enthusiastic
• Collaboration
• Flexibility
• Work under stress
• Resourceful
• Persistence
• Teamwork

Closing date: 21 July 2026

Disclaimers:

The South African Postbank SOC Limited is committed to the achievement and maintenance of diversity and equity in employment, especially with regard to race, gender and disability. In compliance with the bank’s employment equity plans, we encourage and welcome applications from diverse groups from the South African Employee active population. Correspondence will be limited to short-listed candidates only.

Note, only applications received on this platform will be considered. “POPIA sections provides that everyone has the right to privacy and it includes a right to protection against the unlawful collection, retention, dissemination and use of personal information. By applying for employment you consent to the processing of your personal information with Postbank. Your personal information and any attached text or documentation are retained by Postbank for a period in accordance with relevant data legislation.”

If you do not hear from the South African Postbank SOC Limited or its Agent within 3 months of this advertisement, please accept that your application has been unsuccessful. The South African Postbank SOC Limited reserves the right not to fill the positions or to re-advertise the positions at any time.