Shoprite Jobs Vacancies as Service Desk Operator I 2022: Permanent Positions


Reference Number: SHO220830-3

Job Title: Service Desk Operator I

Job Type: Permanent

Location - Country: South Africa

Location - Province: Western Cape

Location - Town or City: Brackenfell, Cape Town

Purpose of the Job: The purpose of the Service Desk Operator is to timeously and effectively respond to electronic IT user queries through the receipt of incidents reported by users, and coordinate rapid and appropriate responses to restore the IT services as quickly as possible, ensuring the least impact on business operations. This role applies knowledge of company IT systems and products to conduct troubleshooting, analysis, and resolution or escalation of user incidents within established company standards and timelines.

Job Category: IT

Job Objectives

Provide 1st Line Support:

Perform 1st line technical analysis of end-user problems to troubleshoot and resolve incidents in line with standards and timelines for ITIL frameworks and Service Level Agreements.

Provide high-quality service during customer interactions, and ensure the customer is well informed about the problem, resolution timelines, and timeous feedback on all stages.

Liaise with service desk and application support teams to facilitate incident resolution.

Incident Escalation:

Update the logging system with the required and appropriate information, ensuring an accurate understanding and interpretation of details provided by the end user.

Adhere to the established organisational standards, procedures, and timelines.

Efficiently escalate any unresolved problems or requests to the relevant application support (2nd line support) team with accurate information and problem diagnosis prior to the escalation.


Manage all client communications in an efficient and professional manner and ensure that technical information conveyed is accurate, easy to understand, and detailed for the end-user.

Execute all client interactions or communication within established business communications channels and systems (ITSM, emails, chats, etc).

Continuously communicate incident progress or resolution steps to clients.


Applications for (Shoprite Jobs Vacancies as Service Desk Operator I 2022: Permanent Positions) must be submitted before the closing date on 2022/09/13

Please really application attention to the completeness of the application that will be sent to the selection committee is complete according to the requirements that have been set, in order to allow candidates to get the opportunity with what was expected.


How To Apply: (Shoprite Jobs Vacancies as Service Desk Operator I 2022) 

It is recommended for those of you who want to register to really application attention to the requirements that have been determined, in order to get a better chance.

Shoprite Jobs Vacancies as Service Desk Operator I 2022 reserves the right to offer or refuse employment to anyone at any time in its sole and absolute discretion. The decision of the committee is final and all parties involved in the recruitment process.

It is possible to guarantee that your application is protected as possible to register. However, this does not guarantee immediate success and is only designed to provide you with a stable position during the recruitment process.

Remember, incomplete applications will not be accepted by the selection committee. Candidates who submit their applications after the stated deadline will not be considered. All submissions submitted after the deadline, regardless of their substance, will be discarded without further consideration.




  • Matric / Grade 12 certification.
  • A+ or N+ Certification.
  • National Certificate in IT (Customer Support: Level 5)



  • +1 Years' experience in general IT operations/support services or similar roles with knowledge of 1st line support service and experience resolving and escalating IT-related queries within a service desk support environment in a retail context.
  • Desirable
  • Experience in a Retail / Wholesale / Financial Services industry (Preferred)
  • Experience with remote support and troubleshooting of incidents related to Point of Sale (POS), SAP, and Microsoft applications.

Knowledge and Skills

  • Essential
  • Working knowledge of MS Office Suite.
  • Desirable
  • Good understanding of Incident, Knowledge, and Problem Management

You are welcome to submit possible applications. Remember, you really must first apply the requirements (Shoprite Jobs Vacancies as Service Desk Operator I 2022). This variable will determine whether you are a viable candidate or not. Please see the qualification conditions provided above if you wish to double-check your credentials. it will be great if you complete everything in the following list if you want to stand a chance of passing your selection.

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