Job Description

Senwes is looking for a Service Desk Agent (Level 1) who will be responsible for assisting with the management of technology customer expectations and the fulfilment and/or remediation of service support requests according to defined service levels.

Provide peer technology service desk support

Support technology service support peers to drive the fulfilment of committed technology customer service request outcomes within defined service levels. Assist in prioritizing and managing service requests and incidents to meet service level agreements (SLAs). Participate in team meetings and training sessions to enhance technical skills and knowledge sharing

Ensure governance and compliance of service

Contribute to the definition and execution of standards and procedures aligned with management and enterprise operating standards. Ensure service desk operations comply with organizational policies and regulatory requirements. Support procedures to ensure data security, confidentiality, and integrity.

Customer Engagement

Build and maintain relationships with technology customers through effective communication. Keep customers informed on the progress of their service requests to manage expectations and ensure transparency. Gather customer feedback and address concerns promptly. Assure of commitment to delivering outcomes by consistently meeting or exceeding customer expectations.

Service requirement definition

Elaborate and document service and/or incident requests in consultation with the user, ensuring appropriate detail to enable fulfilment and/or remediation.

Perform impact, risk, and priority assessment

Assess the business impact and risk based on the customer's definition of the service request. Identify, confirm, and record the impact and risk associated with service and or incident requests. Follow the Service Request Prioritisation Management Standard and Procedure to prioritize requests effectively.

Manage progress

Follow up and coordinate internal and external service delivery partner outcomes to ensure successful fulfilment of service request outcomes according to agreed service levels.

Qualifications:

National Senior Certificate and a completed CompTIA A+ is preferred.

Requirements (South Africa):

1 Year of relevant IT experience. Technical skills including troubleshooting, software and hardware knowledge.



Closing date: 21 July 2025



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We are committed to transformation through the appointment of persons from designated groups and potential candidates from these groups will enjoy preference. Kindly note that a consumer credit record will be requested in respect of all appointments which involve dealing with cash or finances. * Should we not have contacted you within six weeks of the closing date, you may assume that your application has been unsuccessful.