Service Desk Agent

Company: Transnet SOC Ltd.

Location: Johannesburg, Gauteng (Parktown)

Job Type: Entry Level

Posted: 18 February 2026

Application Deadline: Open until filled

About the Role

The Service Desk Agent will provide first‑line ICT support to Transnet users. You will troubleshoot, diagnose and resolve service requests, ensuring high customer satisfaction and timely resolution.

Key Responsibilities

• Identify, diagnose and troubleshoot reported issues at first level.
• Acknowledge, resolve and cascade service requests in a timely manner.
• Verify and investigate first‑time resolution of Transnet applications (e.g., ITSM tools).
• Accept user faults and requests via phone, email, self‑service or walk‑in.
• Prioritise tickets and assign to the appropriate support group or service provider.
• Maintain accurate ticket records and user information in line with POPIA.
• Provide a single point of contact for end‑users and log tickets in the Service Desk tool.
• Offer telephonic assistance for desktop issues such as MS Office, file access, internet and network connectivity.
• Provide first‑level support on devices and applications deployed in the Transnet environment.
• Contribute to the improvement of service desk processes and initiatives.

Qualifications & Experience

• Diploma (NQF6) in IT or equivalent.
• Knowledge of Microsoft products.
• Experience with an IT service management tool (advantage).
• Microsoft A+ and N+ certifications (advantage).
• 1–2 years of working or customer service experience.
• Willingness to travel as required.

Competencies

• Meeting procedures and telephone etiquette.
• Customer centricity and data/voice network skills.
• Service level agreement knowledge.
• Computer literacy, agility, communication and decision making.
• Planning, relationship management and report writing.

Equity Statement

Preference will be given to suitably qualified applicants who are members of the designated groups in line with the Employment Equity Plan and Targets of the Organisation/Operating Division.

Disclaimer

If you have not heard from Transnet within 90 days, please consider your application as unsuccessful. Transnet, its employees or representatives never ask for a fee from job seekers. Any such requests are fraudulent. Please report any suspicious activities to the Transnet anti‑fraud line at 0800 003 056 or email [email protected].

How to Apply

To apply for this position, please visit the Transnet Talent Portal:

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