Helpdesk Agent (IT) – University of Pretoria (On-site , Information Technology Services)

One of Africa's top universities, the University of Pretoria (UP) is renowned for its dedication to technological advancement, innovative research, and high academic standards. UP is regularly listed as one of the best universities in South Africa and the world thanks to its top-notch facilities and stellar reputation.

The department of information technology services, or ITS, is essential to the university's digital ecosystem because it makes sure that researchers, employees, and students have access to cutting-edge, dependable, and secure IT solutions. Being a member of UP's ITS team entails joining a progressive division that supports research, teaching, and innovation at one of the most prestigious universities on the continent.

Role Overview

UP’s ITS Department is seeking two dynamic Helpdesk Agents (IT) to serve as the first point of contact for staff and postgraduate students. In this role, you will provide technical support, troubleshoot IT-related issues, and ensure an exceptional user experience across all communication channels.

You’ll register, track, and resolve IT service requests, while escalating complex issues to second- and third-line support teams. This is an excellent opportunity for candidates with a passion for IT support, customer service, and continuous learning to grow within a highly respected institution.

Key Responsibilities

• Provide first-level IT support via phone, email, virtual agent, and service platforms.
• Diagnose, troubleshoot, and resolve hardware/software problems or escalate when necessary.
• Register incidents and service requests on the Enterprise Service Management (ESM) platform.
• Document all actions, maintain knowledge articles, and manage service expectations.
• Monitor open incidents until resolution, adhering to SLA requirements.
• Collaborate with ITS teams to resolve issues and enhance user support.
• Contribute to IT security awareness, identifying threats and guiding users on best practices.
• Support training, documentation, and knowledge-sharing initiatives within the ITS team.

Skills & Experience Required

Minimum Requirements (choose one track):

Option 1:

• 3-year National Diploma / NQF Level 6 in IT-related field.
• 3 years’ experience in IT service desk environment.

Option 2:

• Grade 12 with 5 years’ IT service desk experience.

Both require:

• A+ Certification.
• ITIL v4 Foundation Certification.
• SDI SDA Certification.
• Experience with service management tools/platforms, troubleshooting hardware/software.

Added Advantages:

• Applicable IT Degree.
• N+ Certification.
• Experience in higher education IT environments.
• Remote customer service support background.

Advice for Applicants

In addition to your technical certifications (A+, ITIL, SDA), emphasize your soft skills (teamwork, communication, and customer service) to make a lasting impression. Your application will be stronger if you can show that you can handle stressful situations professionally and calmly, as universities place a high value on responsive IT support.

Add to your resume any experience you have with knowledge bases, ERP systems, or IT service automation platforms. Candidates who bring both technical expertise and a user-focused mindset are valued by UP employers.

A Day in the Life of a Helpdesk Agent at UP

You start your morning by logging into the Enterprise Service Management system, where you will rank new service requests and overnight tickets. You will answer calls and emails from students and staff throughout the day, helping them with login problems, app troubleshooting, and cybersecurity advice.

By the afternoon, you might be working with second-line support teams, updating articles in the knowledge base, and monitoring reoccurring problems in order to suggest long-term fixes. The university's goal of facilitating easy digital access to learning and research materials is furthered by every interaction.

Why Join the University of Pretoria IT Team?

• Work at one of South Africa’s top-ranked universities.
• Be part of an innovative IT department shaping the digital future of higher education.
• Gain exposure to enterprise-level IT systems and security frameworks.
• Collaborate with passionate professionals in a knowledge-sharing culture.
• Access opportunities for career growth in academia and IT service management.

How to Apply

Applicants must apply online via the Careers@UP portal: www.up.ac.za

Required Documents:

• Comprehensive CV.
• Certified copies of qualifications.
• Contact details of three referees.

🛑 Closing Date: 11 September 2025

📞 Enquiries: Ms V. Makhubele – violet.makhubele@up.ac.za | Tel: (012) 420 6920

If you do not hear from UP by 30 November 2025, consider your application unsuccessful.