IT Service Desk Technician

Role overview

This position is for an IT Service Desk Technician based in Sandton, South Africa. The role sits at the first point of contact for technical support and focuses on helping internal stakeholders and customers with hardware, software, audiovisual, and network-related issues. It also involves support for computers, mobile devices, printers, scanners, conferencing systems, and other endpoint equipment to keep users productive and systems running smoothly.

Core responsibilities

• Deliver first- and second-line support to users facing hardware, software, AV, and network issues.
• Diagnose and resolve problems on PCs, laptops, mobile devices, and related equipment by identifying root causes and applying practical fixes.
• Install, configure, maintain, and support computer hardware, software applications, and IT assets.
• Log, monitor, escalate, and close incidents and service requests in line with IT Service Management practices and SLA targets.
• Provide remote and onsite assistance while keeping users informed about ticket progress and resolution status.
• Handle password resets, access provisioning, and basic Active Directory tasks.
• Escalate complex or unresolved matters to the correct support teams, AV technicians, the Service Desk Team Leader, or external vendors when needed.
• Maintain clear records of issues, solutions, troubleshooting steps, user guides, and support procedures.
• Support meeting-room connectivity, printers, conferencing tools, and other infrastructure components.
• Promote a secure IT environment by following cybersecurity policies and reporting potential security incidents promptly.
• Communicate professionally with users, manage expectations, and provide a positive service experience.
• Carry out follow-ups with users, gather feedback, and contribute suggestions for improving support processes and service delivery.

Additional details

Recruiter: TalentCru. Job reference: IDC00746. Salary is negotiable. The advert does not state a vacancy count.

Required background

The employer is looking for someone with a 3-year National Diploma in a relevant or related field. A BSc/BA in IT, Computer Science, or IT Engineering would be an advantage. Industry certifications such as CompTIA A+, Network+, Microsoft, or similar credentials are also beneficial. The role calls for 2 to 5 years of experience in a Service Desk, networking, or systems administration environment, along with hands-on help desk or IT support/customer service experience.

Technical and professional strengths

Applicants should be comfortable with desktop hardware, software, printers, laptops, and peripheral devices. Experience with Microsoft Office 365, Windows operating systems, basic Active Directory administration, remote support tools, and networking concepts such as TCP/IP, LAN/WAN, VPN, DNS, and Wi-Fi is important. A solid understanding of cybersecurity, antivirus tools, data protection, system backups, user account management, and access control is also required. The role further demands strong attention to detail, service excellence, and the ability to work within SLA-driven support processes. Flexible hours and after-hours support may be needed.

Competency profile

The role highlights technical capability, customer focus, analytical thinking, problem-solving, listening and communication, stakeholder handling, self-motivation, adaptability, agility, planning, organising, results orientation, ethical conduct, balanced judgment, and accountable leadership.