Service Desk Agent (SP3-SP6) - IT Service Delivery
Listing reference: capgh_000361
Listing status: Online
Apply by: 9 March 2026
Position summary
Industry: Banking
Job category: Client Services
Location: Windhoek
Contract: Permanent
Remuneration: To be discussed
EE position: No
Introduction
The Service Desk Agent is the first point of contact for users contacting the IT Service Desk. The role is responsible for providing the highest level of customer service while handling incoming support requests. The agent uses technical
knowledge, a knowledge base, and a ticketing system to resolve tier 1 issues and escalates more complex issues to tier 2 or tier 3 support teams.
Responsibilities include troubleshooting software, hardware, networking, and providing desktop support. The agent is also responsible for accurately capturing user reported issues, categorising and prioritising them according to impact and
urgency, and ensuring timely resolution or escalation.
Job description
KEY PERFORMANCE AREAS
Customer Service and Professionalism
- Provide friendly, professional, and effective support at all times. Uphold a customercentric approach in all
interactions. - Maintain empathy and professionalism even under pressure, particularly during major incidents.
First-Line Technical Support and Troubleshooting
- Resolve tier 1 incidents related to hardware, software, networking, and desktop environments.
Ticket and Incident Management
- Log, track, document, and close tickets accurately in the service desk system.
Collaboration, Escalation, and Communication
- Escalate complex issues appropriately.
- Collaborate with tier 2/3 teams, vendors, and internal departments.
Knowledge Management and Continuous Improvement
- Use and contribute to the knowledge base.
- Stay current with technical developments.
- Proactively identify service improvement opportunities.
KEY RELATIONSHIPS
Internal
- IT Support Teams for escalation and collaboration on incident resolution
- IT Service Manager for reporting, guidance, and performance feedback
- All business units and departments across the group as end users requiring support
- Infrastructure and Applications Teams for specialised system and software support
- Other ICT staff for coordination on broader technical issues and projects
- New employee onboarding contacts (e.g., HR or Facilities) for coordination of IT provisioning tasks.
External
- Authorised vendors and service providers for issue resolution and hardware/software support
- Third-party application and system suppliers for escalations and troubleshooting assistance
- Technical consultants or contractors engaged on specific IT projects or initiatives
JOB IMPACT
Internal
- Supports uninterrupted business operations by resolving user issues efficiently and reducing downtime
- Contributes to employee productivity by delivering timely, high-quality IT support
- Enhances team performance through collaboration with internal IT teams and adherence to service standards
- Provides valuable insights for process improvement through analysis of incident trends and user feedback
- Maintains accurate documentation and ensures knowledge sharing within the IT support environment
External
- Supports Capricorn Group's reputation for operational excellence through dependable IT service delivery
- Contributes to compliance and vendor accountability by ensuring proper engagement and resolution through third-party providers
- Strengthens the Group’s overall IT infrastructure reliability, positively impacting client-facing systems and
services
Minimum requirements
ACADEMIC QUALIFICATIONS
Minimum Requirements
- Matric (Grade 12)
- A , N
RELEVANT EXPERIENCE
- 0–3 years’ experience in an IT customer-centric environment
- Strong analytical and problem solving skills
- Effective verbal and written communication abilities
- Demonstrated customer service orientation
- Ability to work independently and as part of a team
- Experience in handling technical support queries and resolving them efficiently
- Confidence in dealing with stakeholders at various levels
- Organisational and time management skills
CORE COMPETENCIES AND SKILLS
- Establishing focus and aligning actions with organisational goals
- Fostering teamwork and collaborating effectively across departments
- Adapting to and managing change in a dynamic IT environment
- Demonstrating attention to communication and ensuring clarity of information
- Expressing oneself clearly and professionally in verbal interactions
- Excellent telephone etiquette and listening ability
- Communicating effectively and concisely in written form
- Maintaining a strong customer orientation and commitment to service excellence
- Gathering diagnostic information through skilled questioning and active listening
- Applying analytical thinking to troubleshoot and resolve technical issues
- Using conceptual thinking to understand complex systems and propose holistic solutions
- Demonstrating aptitude in application, business, and connectivity concepts with a clearunderstanding of ITsupport fundamentals
- Applying logical thinking to structure solutions and prioritise tasks effectively
- Ability to manage multiple incidents simultaneously while maintaining service levels.