Desktop Support Engineer (2775) at The South African National Roads Agency (SANRAL)

MINIMUM REQUIREMENTS:

• NQF 6: National Diploma in IT
• ITIL Foundation Certificate
• Valid Driver’s License (Will be required to provide field support at SANRAL Customer Services Centres including Toll Plazas)
• 3 years relevant desktop and network support working experience 

ADVANTAGEOUS:

• A+ Certificate or N+ Certificate or Microsoft 365 enterprise administrator expert.

KEY RESPONSIBILITIES:

Management Of Systems In Accordance With ITIL Methodologies

• Respond to calls and requests logged on HelpDesk timeously and resolve them accordingly.
• Collaborate with Provincial teams to manage specific IT challenges, ensuring smooth operations across all locations.
• Follow the change management, incident management and problem management according to the ITIL Framework.

Mobility and End-User Computing Support 

• Administer and support end-user devices, including desktops, laptops, printers, scanners, video conferencing equipment and mobile devices across
• SANRAL offices including Customer Service Centres and Toll Plazas.
• Provide technical assistance for all SANRAL systems, ensuring the system operates without interruptions.
• Support the setup and configuration of all SANRAL applications.
• Maintain a high level of user satisfaction by responding promptly to support requests.

​​​​​​​Incident and Request Management

• Respond to, analyze, and resolve incidents and service requests logged via SANRAL's Service Management tools;
• Escalate unresolved issues to appropriate service providers or internal teams within SLA timelines; and
• Monitor and report recurring issues to identify root causes and recommend long-term fixes.

IT Asset and Compliance Management

• Maintain an accurate inventory of SANRAL IT assets, ensuring proper tagging and lifecycle management
• Conduct regular asset audits and coordinate with the Asset Management team for asset returns, disposals, and donations.
• Ensure all IT systems and processes comply with SANRAL's IT policies and governance frameworks.