Join a leading retail Head Office in Westville as an IT Service Desk Agent. Provide first-level support for hardware, software, and POS systems across stores and DCs. Entry-level/Graduates welcome! Requires Matric + IT Certification (A+/N+).
📍 Role Overview
- Location: Westville, Durban (KZN)
- Reference: BOX260115-1
- Contract: Permanent
- Division: IT Department
- Positions Available: 3
- Closing Date: 30 January 2026
🎯 Job Summary
This is an ideal entry-level opportunity for technology-passionate individuals to launch their careers in a dynamic retail IT environment. As a Service Desk Agent, you will be the first point of contact for internal users across Head Office, distribution centres, and nationwide stores, ensuring their hardware and software issues are resolved swiftly to keep the business running.
🔑 Key Responsibilities
User Support & Incident Management
- First-Level Support: Provide immediate assistance for hardware, software, and business-specific systems.
- Logging & Tracking: Man the telephone lines and log every incident or service request on the IT helpdesk system.
- Troubleshooting: Resolve basic technical issues including printers, till points (POS), scanners, and network connectivity.
Coordination & Escalation
- SLA Monitoring: Monitor open incidents to ensure they are resolved within agreed service levels; escalate complex issues to senior technicians when necessary.
- Vendor Liaison: Coordinate with external suppliers and store managers to ensure hardware repairs or system fixes are completed timely.
- Documentation: Maintain precise and up-to-date records of all actions taken to resolve technical tickets.
Knowledge Sharing
- Teamwork: Contribute to the internal “knowledge base” by sharing solutions with colleagues to improve overall team efficiency.
✅ Minimum Requirements
- Education: Matric (Grade 12) PLUS a basic IT-related certification (e.g., CompTIA A+, N+, or equivalent coursework).
- Experience: 0–6 months in an IT support role. Graduates are highly encouraged to apply!
- Technical Skills: Good understanding of the Microsoft Office Suite and basic PC troubleshooting.
- Communication: Excellent verbal and written skills (essential for telephonic support).
Advantageous
- Familiarity with Retail or Point of Sale (POS) systems.
- A Diploma or Advanced Certificate in IT.
🧠 Personality Traits for Success
- Analytical: Strong problem-solving skills to diagnose issues over the phone.
- Resilient: Ability to remain calm and professional while working under pressure in a fast-paced environment.
- Customer-Focused: A genuine passion for helping people and providing exceptional service.
🌟 Why Apply?
- Career Growth: Gain hands-on exposure to high-volume retail technology and POS systems.
- Mentorship: Work directly under experienced IT professionals who provide ongoing support and development.
- Environment: Join a company headquartered in the beautiful Westville area that is known for valuing its people and community.