Employer: Merafong ICT
Industry: Information & Communications Technology (ICT), IT Service Management & Technical Support
Location: Tshwane (Pretoria), Gauteng, South Africa (On-Site)
Position Type: Fixed-Term Contract (Up to 36 Months, Subject to Contract Award)
Number of Positions: 15 Positions Available
Experience Level: At least 2 Years ICT Technical Support Experience
Compensation: Market-Related IT Support Stipend / Salary
Posted Date: 19 October 2026
Closing Date: Thursday, 22 October 2026
About Merafong ICT & The Service Desk Role
Merafong ICT is an established South African technology solutions provider, delivering comprehensive IT infrastructure management, service desk, and technical support operations across corporate and public sector clients.
Merafong ICT is conducting an urgent recruitment drive to fill 15 Service Desk Agent positions based in Tshwane, Gauteng. Operating on a project-based contract for up to 36 months, the agents will serve as the primary point of contact for ICT technical support, logging and diagnosing hardware/software incidents, managing ITSM service requests, and maintaining end-user satisfaction across Microsoft desktop environments.
Key Responsibilities & IT Support Workflows
The Service Desk Agents will execute five core technical deliverables:
1. First-Line ICT Technical Support
- Incident Diagnosis: Provide efficient first-line remote and telephonic technical support to resolve end-user hardware, software, network, and peripheral issues.
- Desktop & Software Support: Support and troubleshoot Microsoft Windows operating systems, Microsoft Office suites, and enterprise business applications.
2. ITSM Ticket & Incident Management
- Logging & Escalation: Log, categorize, prioritize, and track technical incidents and service requests within an ITSM ticketing system.
- SLA Compliance: Diagnose and resolve incident tickets within agreed Service Level Agreement (SLA) response and resolution timeframes.
3. Customer Service Excellence
- Client Satisfaction: Deliver clear, patient, and customer-focused communication to guide end-users through technical troubleshooting steps.
Candidate Profile & Minimum Entry Requirements
To qualify for consideration for this position, applicants must meet the following mandatory criteria:
- Educational Qualifications:
- Completed Diploma or equivalent qualification in ICT / Information Technology (Mandatory).
- Professional Certifications:
- CompTIA A+ Certification (Mandatory).
- Advantageous: Microsoft Certified Desktop Support Technician (MCDST) or modern Microsoft 365 / Endpoint Administrator certifications.
- Work Experience:
- At least 2 years of practical ICT work experience in a service desk, helpdesk, or IT desktop support environment (Mandatory).
- Technical Skills & Attributes:
- Proficiency in Microsoft Windows OS, MS Office/365, network troubleshooting, and ITSM ticketing tools.
- Strong verbal and written communication skills with a customer-centric focus.
- Location:
- Based in or able to commute daily to Tshwane (Pretoria), Gauteng.
Application Instructions & Email Guidelines
- Prepare Application Documents: Combine your updated CV, certified copy of your ICT qualification, certified copy of your CompTIA A+ certificate, and contactable employment references.
- Recipient Email: Send your application directly to
hr@merafong.com. - Mandatory Email Subject Line: You MUST use the exact subject line:
Service Desk Agent Application - Strict Closing Date: Submit on or before 22 October 2026.
- Company Enquiries: Visit
[www.merafong.com](https://www.merafong.com)or call+27 10 824 7919.
Sample Selection & Technical Interview Questions
IT Service Management & Desktop Diagnostics
- Question (ITSM Incident Prioritization): “How do you differentiate between an incident’s Priority, Urgency, and Impact when logging a service desk ticket in an ITSM system?”
- Question (Windows OS Troubleshooting): “What basic command-line utilities (e.g., ipconfig, ping, tracert) would you use to diagnose a user reporting zero network connectivity on a Windows desktop?”
How to Apply
Submit your application and certified certificates directly via email before the urgent deadline:
- Employer: Merafong ICT
- Location: Tshwane (Pretoria), Gauteng
- Positions Available: 15 Openings
- Contract: Up to 36-Month Project Contract
- Email Application:
hr@merafong.com - Mandatory Subject Line:
Service Desk Agent Application - Closing Date: 22 October 2026