Discovery Service Desk Agent(Jnr)
Position Summary
Company: Discovery
Industry: Information Technology Services
Job Category: IT Service Desk Support & Administration
Location: South Africa
Listing Reference: Service Desk Agent: 529HELP
Closing Date: Not Specified
Introduction
Discovery, a pioneer in the South African financial and healthcare sectors, is renowned for its innovative approach to health and life improvement. With a vision to ignite meaningful change and achieve financial success through innovation, Discovery places people at the core of everything it does. The Group Information Services/Technology Services unit is currently recruiting for a Service Desk Agent (Jnr) under the reference 529HELP. This entry-level opportunity is ideal for individuals who are passionate about IT support, customer service, and working in a fast-paced environment.
The 529HELP team serves as the single point of contact (SPOC) for internal end-users at Discovery. This function is vital for incident resolution and request fulfillment, operating within clearly defined service level agreements (SLAs). If you are a tech-savvy individual with strong interpersonal and analytical skills, this position could be your gateway to a rewarding career in IT support.
Job Description:
The Service Desk Agent is responsible for accurately acknowledging, logging, prioritizing, and resolving IT incidents and service requests raised by internal users. The role requires a high level of attention to detail, the ability to multitask under pressure, and excellent customer service skills. Working within the 529HELP team, the agent must manage multiple channels of communication and provide first-line technical support in accordance with SLA targets.
Key responsibilities include:
- Logging all incoming incidents and service requests via approved contact channels
- Classifying and prioritizing issues using the agreed Severity Matrix
- Performing initial analysis and attempting resolution at first contact
- Assigning unresolved issues to the appropriate technical teams
- Monitoring and managing open tickets to avoid SLA breaches
- Providing timely updates to users on incident progress
- Escalating urgent or unresolved tickets through hierarchical channels
- Documenting issues and resolutions in the internal Knowledge Base
- Acknowledging and resolving customer complaints where possible
Requirements:
- Matric (Senior Certificate)
- A+, N+, and MCSE certifications
- Diploma in Information Technology is advantageous
- Previous experience working in an IT Service Desk or Helpdesk environment
Employment Equity:
Discovery is an Equal Opportunities employer committed to diversity and inclusion. Applicants from underrepresented groups and individuals living with disabilities are encouraged to apply. The company’s Employment Equity Plan will be considered during the recruitment process.
Role Responsibility:
The Service Desk Agent serves a critical front-line support function within the Discovery Group Information Services. The key responsibilities fall under several core areas:
- Customer Interaction Management:
- Acknowledge and log all user interactions
- Ensure each ticket is tracked with a unique reference number
- Communicate effectively with end-users from first contact to resolution
- Technical Issue Resolution:
- Troubleshoot issues using defined diagnostic protocols
- Resolve as many incidents as possible at first contact
- Escalate more complex issues promptly to the appropriate teams
- Service Level Management:
- Maintain awareness of SLA targets and act proactively to avoid breaches
- Monitor all ticket queues including New, In Progress, and Returned statuses
- Knowledge Management:
- Contribute to and utilize the internal Knowledge Base
- Identify recurring issues and suggest permanent resolutions
- Escalation and Complaint Handling:
- Take ownership of complaints and ensure customer satisfaction
- Escalate to management where required for urgent resolution
Skills & Attributes:
The ideal candidate must possess a combination of technical know-how and excellent interpersonal skills. The following attributes are essential for success in this role:
- Attention to Detail:
- Ensure all contacts are accurately logged and categorized
- Recognize patterns that may indicate underlying system issues
- Problem-Solving Ability:
- Analyze symptoms and propose meaningful, actionable solutions
- Understand the difference between urgent and important tasks
- Communication Skills:
- Clear and confident verbal communication
- Professional and concise writing skills for email and ticket documentation
- Technical Competency:
- Basic knowledge of computer hardware, software, and networks
- Familiarity with ITSM tools and service desk operations
- Customer Service Orientation:
- Patient, empathetic, and customer-focused attitude
- Handles high-pressure situations with professionalism and calmness
- Initiative and Accountability:
- Self-starter who takes ownership of issues and follows through
- Takes proactive steps to prevent recurring problems
- Time Management:
- Ability to prioritize tasks in a high-volume, deadline-driven environment
- Manage multiple responsibilities without compromising on quality
Conclusion
The Discovery Service Desk Agent (Jnr) position is an excellent opportunity for budding IT professionals who are passionate about service excellence and technology. If you are looking to join a dynamic and innovation-driven team within one of South Africa’s leading companies, then this role could be the perfect fit. The exposure you’ll gain working with cutting-edge technology and business-critical services at Discovery will provide a strong foundation for career advancement in IT support and administration.
Whether you are a recent IT graduate with the required certifications or someone with basic helpdesk experience, Discovery welcomes your application and encourages people from all backgrounds to take the next step toward a brighter future.
