Service Desk Technician (First Line Support)

Provide first-line technical support through the service desk, ensuring timely resolution of general support requests and escalation of issues when necessary. Deliver high‑quality customer service while maintaining accurate administrative records.

Duties and Responsibilities

Support & Service Delivery

• Handle all first‑line support calls via the service desk.
• Attend weekly help desk meetings and contribute to team discussions.
• Escalate incidents to the relevant teams or senior staff when outside personal expertise or scope.
• Perform scheduled weekly server checks.
• Complete daily updates on allocated tickets and ensure accurate logging of all work performed.
• Follow the daily scheduled calendar and request updates or changes where necessary.
• Communicate proactively with clients regarding progress, changes, or delays.
• Assist fellow technicians across the service desk, roaming, and on‑site teams as requested.

Installations

• Install and configure:
  • Microsoft Office.
  • Thunderbird (at applicable sites).
  • Sophos and ESET anti‑virus/security solutions.
  • Approved 3rd‑party software not covered by outsourced providers.
  • Application upgrades and patches.

Maintenance

• Conduct maintenance on:
  • Infrastructure.
  • Software.
  • Network components.

Vendor & Supplier Liaison

• Liaise with external suppliers for:
  • Repairs of equipment under warranty or maintenance contracts
  • Troubleshooting of software under warranty or maintenance contracts

Administration

• Complete monthly timesheets and travel claims accurately and diligently (updated daily where possible).
• Request quotes with appropriate and complete information on required hardware or software.
• Escalate issues that fall outside scope of work or responsibility.

Qualifications

Minimum Requirements

• CompTIA A+ (or equivalent knowledge/experience).
• CompTIA N+ (or equivalent knowledge/experience).
• MCSA – Office 365.

Beneficial

• CompTIA Linux+ / LPIC‑1.
• Sophos Technician Certification.
• L1 – SevenC Internal Linux Qualification.

Key Performance Areas (KPAs)

• Provide timely, effective support to clients.
• Ensure all calls, actions, and resolutions are logged accurately.
• Maintain consistent and professional customer engagement.
• Complete administrative tasks accurately and within required timeframes.
• Demonstrate continuous learning, skill development, and qualification growth.
• Log a minimum of 6 hours’ productive work per day.

Working Conditions

• Overtime may be required under circumstances such as:
  • Client request.
  • Support that cannot be performed during business hours.
  • Issues extending beyond standard hours.
  • Assistance required by management or senior staff.
  • Meetings scheduled outside business hours.
• Travel may be required for:
  • Covering SLA commitments when field technicians are unavailable.
  • Supporting ad hoc clients that cannot be assisted remotely.
  • Collecting stock from suppliers when field teams are unavailable.
• Ability to work both independently and collaboratively within a team.
• Follow instructions from assigned team leaders and senior staff.

Physical Requirements

• Valid driver’s licence.
• Proficiency in English.
• South African ID or valid international passport with work permit.

Direct Reporting Line

Reports to: Service Desk Manager