IT Service Desk Agent


Two Mountains is look for a IT Service Desk Agent for their Midrand office on a permanent basis.

Purpose of the Job

  • To act as a central point of contact and coordination for end-users in need of IT support and services.
  • The IT Service Desk Agent interacts with the entire Two Mountains workforce and Two Mountains external customers either face-to-face, telephonically or via email.

Key Outputs

Customer Service:
  • Build strong relations with end-users and interact with them efficiently and professionally to add value to the business.
  • Keep track of all end-user complaints and ensure they are attended to, resolved or escalated.
  • Continuously keep end-users updated on the status of their logged incident (verbal or written communication).
  • Contact end-users to verify if calls assigned to other IT support personnel have been resolved to end-users’ satisfaction.
IT Service Management:
  • Keep full records of engagements with 3rd parties/service providers.
  • Provide daily, weekly, monthly and quarterly statistics of all logged calls and service desk team performance (as required).
  • Be a central point of contact and keep a record of all incoming and outgoing equipment to & from Two Mountains – IT. 
  • Keep an updated register of all Two Mountains IT-related assets. 
  • Ensure IT Technicians provide complete details each time equipment is assigned to an end or when there is any form of hardware movement.
  • Ensure that all incoming telephone calls to IT Service Desk are picked up timeously line with the Operational Level Agreement.
Operational Effectiveness:
  • • Adherence to Two Mountains IT policies and procedures.
  • Analyse and diagnose incidents, to classify and categorize them correctly.
  • Do initial diagnoses when end-users are logging calls, extract accurate details on the first attempt to log a call with the correct details.
  • Ensure calls are assigned to the correct support teams.
  • Follow up with support personnel (Infrastructure, support and Applications teams) to ensure all active incidents are updated timeously.
  • Correctly log Change Request (CR) on the system.
  • Security Management – Adhere to all Two Mountains and security measures and report to IT management any transgressions to the appropriate authority.

Minimum Qualifications:

  • Higher qualification will be an added advantage.
  • A valid drivers’ license (mandatory).
  • Ability to work afterhours and on weekends (Mandatory).

Experience Required:

  • Minimum of 2 years’ experience in ICT Service Desk/Support, preferably in a Microsoft environment.
  • Working knowledge of Microsoft Office Suite.
  • Working knowledge of Windows 10.
  • Working knowledge of basic administrative duties on Active Directory (Password reset, disabling and enabling user accounts, etc.).
  • Basic knowledge of computer networking.
  • Working knowledge.

Technical Competencies:

  • Services Desk Tools.
  • Networking TCP/IP v4.
  • Active Directory. 
  • Microsoft Azure.
  • Office 365

Behavioural Competencies:

  • Customer service oriented
  • Attention to detail
  • Creativity and
  • Critical Judgment 
  • Decision Making 
  • Interactive Communication 
  • Problem Solving 
  • Self-Confidence
  • Teamwork
  • Verbal & Writing Skills
  • Multilingual.

Closing Date: 2 October 2023

Suitable candidates should forward their applications to: 

Two Mountains is an equal opportunity employer subscribing to the Employment Equity Act and hereby invites applications from suitably qualified people to fill the mentioned vacancy.

  • If you do not hear from us within a month of the closing date, please regard your application as unsuccessful.
  • Applications received after the closing date will not be considered.
  • It is the applicant`s responsibility to have foreign qualifications evaluated by the South African Qualifications Authority (SAQA).
  • Only candidates who meet the requirements should apply.
  • Two Mountains reserves the right not to make an appointment.
  • Correspondence will be entered into with shortlisted candidates only.
  • CVs from Recruitment Agencies will not be accepted.