Support Desk Agent

SUPPORT DESK AGENT – HEAD OFFICE BUSINESS TECHNOLOGY | GROUP APPLICATIONS
Holdsport Group | Cape Town CBD

Holdsport Group is a national retail group, home to Sportsmans Warehouse, Outdoor Warehouse and Shelf Life, with stores across South Africa.

We are looking for a service-driven and technically curious individual to join our Support Desk as a Support Desk Agent, based at our Head Office in Cape Town CBD. This position reports directly to the Support Desk Team Lead.

As the first point of contact for store and Head Office users, you will log, diagnose and resolve first-line technical issues, escalate what falls outside first-line scope, and own each call through to closure – keeping tills ringing, stock moving and Head Office working.

Key Responsibilities

• First-line telephonic, email and remote support to store and Head Office users
• Logging, categorising, prioritising and managing incidents and service requests on the support desk system (Freshdesk)
• Troubleshooting hardware, software, connectivity and network issues
• Password resets and user access queries
• Escalation to internal teams and third-party vendors where issues fall outside first-line scope
• Following up on outstanding calls and keeping users updated on progress
• Resolving tickets within agreed service levels (SLAs)
• Maintaining accurate call notes and documentation for the full lifecycle of every ticket

Minimum Requirements

• Grade 12 / Matric
• 2–4 years’ experience in an IT support desk, service desk or helpdesk environment
• Working knowledge of Microsoft Windows and Microsoft 365
• Practical understanding of computer hardware, software, and networking or connectivity troubleshooting
• Experience working on a ticketing or support desk system
• Sound written and verbal communication in English
• Ability to work under pressure, multitask and manage time effectively
• Willingness to work rostered Saturdays and public holidays as set out below

Advantageous Skills & Experience

• CompTIA A+ and/or N+, or an equivalent IT support qualification, including one in progress
• Experience on a ticketing or ITSM platform such as Freshdesk, Freshservice, Jira Service Management or ManageEngine
• Experience supporting a retail or multi-site store environment
• Knowledge of POS systems and retail applications
• Experience logging and tracking escalations with third-party vendors
• Ability to communicate in an additional South African language

Attributes

• Genuinely helpful, with a calm and patient manner under pressure
• Strong troubleshooting instinct and a wish to understand why something broke
• Attention to detail and accurate record-keeping
• Clear and professional communicator, written and verbal
• Able to manage multiple tickets and competing priorities at pace
• Reliable and accountable, with sound judgement on when to escalate
• Team player who works well independently

Remuneration: Market-related, with benefits

Working Hours: Standard weekday hours, plus one to two Saturdays per month on a rotational basis. Occasional rostered extended-hours or public holiday cover during month-end, period-end and peak trading, remunerated in line with the Basic Conditions of Employment Act.

Employment Type: Permanent, Full-Time

Work Location: Head Office, Cape Town CBD (on-site)

Please forward your CV (no longer than 3 pages) to careers@holdsport.co.za, using the subject line Holdsport Application - Support Desk Agent.

Closing date for applications: Friday, 21 August 2026

Should you not receive a response by 4 September 2026, kindly consider your application unsuccessful. We thank all applicants for their interest in Holdsport Group.

Appointment is subject to reference checks, verification of qualifications and a criminal record check, conducted with your consent.

Holdsport Group is committed to the principles of the Employment Equity Act, and to achieving an equitably representative and diverse workforce.

Work Location: In person