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Midrand: Service Desk Agent posted by Nexio

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Job Description

About the Role

The Service Desk Agent (Level 1) is a critical role that serves as the first point of contact for internal and external clients, ensuring professional, timely, and SLA-aligned handling of Incidents and Service Requests within Nexio’s Managed Services environment.

Key Responsibilities

  • Serve as the single point of contact for all incoming Incidents and Service Requests
  • Accurately log, categorise and prioritise tickets within the ITSM tool (BMC Remedy or equivalent)
  • Conduct first-line investigation and diagnosis
  • Resolve Level 1 issues at first contact where possible
  • Escalate unresolved issues to appropriate Tier 2 or Tier 3 support teams within SLA timelines
  • Ensure full ticket lifecycle management through to resolution and closure
  • Perform post-resolution confirmation with users before ticket closure

Requirements

  • Service Request & Incident Management (ITIL Aligned)
  • Basic knowledge of ITSM principles and practices
  • Ability to work in a fast-paced environment with multiple priorities

Qualifications

  • Matric (Grade 12) or equivalent
  • ITIL Foundation certification
  • CompTIA A certification
  • Minimum 1 year experience in Service Desk / Call Centre / IT Support environment
  • Exposure to ITSM ticketing systems is advantageous

Salary & Benefits

Salary details will be discussed during the interview process.

How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

About IT / Computing / Software Jobs in North Johannesburg

As the demand for technology and computing professionals continues to grow in North Johannesburg, the IT industry has become a common destination for job seekers. Typically, roles in this field require a strong foundation in computer systems, software development, and data analysis. Generally, companies in various sectors such as financial services, technology, and manufacturing often have IT departments that cater to their specific needs.

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Typically, salaries for IT and computing professionals in North Johannesburg can vary widely depending on factors like experience, company size, and industry sector. Broadly speaking, junior roles may fall within the range of R300 000 to R500 000 per annum, while senior positions can range from R600 000 to R1 200 000 per year. However, please note that these are general estimates and actual salaries can differ significantly based on individual circumstances.

Common skills required for IT and computing roles in North Johannesburg include proficiency in programming languages such as Java, Python, or C++, experience with database management systems like MySQL or SQL Server, knowledge of cloud computing platforms like AWS or Azure, familiarity with agile development methodologies, and strong problem-solving and analytical skills. Additionally, many companies also value skills in areas like cybersecurity, data science, and artificial intelligence.

Industry sectors that commonly employ IT professionals include the financial services sector, technology industry, manufacturing sector, and healthcare sector. The technology industry is particularly prominent in North Johannesburg, with many multinational corporations having a presence in the city. Manufacturing firms, on the other hand, often require IT specialists to manage their supply chain and logistics operations.

For those looking to break into or advance their careers in IT and computing, there are various opportunities for professional development. Typically, this includes pursuing certifications like CompTIA A+ or Cisco CCNA, attending industry conferences and workshops, and participating in online training courses. Many companies also offer internal training programs and mentorship schemes to help employees develop new skills and take on additional responsibilities.

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This information provides general career guidance. Actual salaries and requirements vary by employer.



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