Service Desk Agent (1st Line Support)

Job Description

Imagine having the chance to develop and expand your skills and work for one of the foremost specialty retailers in South Africa. The Foschini Group (TFG) is looking to hire IT Service Desk Agents to join our Service Desk Team. The successful candidates will have a passion for providing excellent customer service and have strong technical problem solving, troubleshooting and communication skills.

Please note that this is for Talent Pool sourcing, should you meet the requirements you may be contacted in future. We are in the process of building a talent pipeline of candidates readily available to work within the IT Division of TFG.

In this role, you would be responsible for 1st line systems support to Head Office and Stores users. You would be expected to have experience within an IT Service Desk/Help Desk environment. This position requires excellent listening, probing and documentation skills.

Key performance areas will be:

  • Providing first line systems support to head office and stores users
  • Liaison with head office and store staff, colleagues and vendors
  • Accurate call logging and routing
  • Ownership of calls - follow-up on calls and feedback to users
  • Ensuring that calls are resolved in accordance with the requirements of the relevant SLA

Responsibilities + Skills

Excellent verbal and written communication skills in English and proficiency in a second languageMust be able to work flexible hoursAble to work under pressure


Must have a recognised 3 year IT qualification or Matric with MCSE (certification is highly desirable)At least two years IT service desk experience


Team playerGood planning and time management skillsCustomer service orientated

Job Summary

  • Published on: Monday, 4th November 2019
  • Designation: Service Desk Agent (1st Line Support)
  • industry: Retail
  • Vacancy:
  • Employment Status: Full-time
  • Job Location: Johannesburg
  • Salary: on a call
  • Gender:
  • Application Deadline: Monday, 4th November 2019

About the Company

  • Company Name: The Foschini Group.
  • Address: Non-SA: + 27 21 938 7666
  • Website:
  • Company Profile:
  • Customers may know The Foschini Group (TFG) by one of its many different brand names. The company, with more than a dozen trading divisions, is one of the largest apparel, jewelry, and home furnishings specialty retailers in South Africa, operating more than 1,500 stores. TFG's retail businesses include Foschini, Donna-Claire, Markham, Exact!, @home, and AmericanSwiss. The company also operates sports apparel and jewelry retail stores, and issues credit cards. Its Markham (men's apparel) and Foschini (women's apparel and accessories) retail outlets account for most of the company's revenue. Beyond South Africa, the company in recent years has expanded to Botswana, Namibia, and Swaziland.

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