Since 1994, South Africa has been using a multi-agency approach in its border management agenda. In this regard, seven Departments and Agencies, i.e. the Departments of Agriculture, Land Reform and Rural Development; Forestry, Fisheries and the Environment; Health; and Home Affairs; the South African National Defence Force (SANDF); the South African Police S...
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The successful candidates will be expected to perform the following: Act as the single point of contact for end-users seeking technical assistance. Log, classify and categorize IT incidents and requests for IT clients, Respond to and resolve IT-related incidents and service requests via phone, email, or ticketing system. Troubleshoot hardware, software, and network issues using remote tools. Manage call assigning and escalations. Resolve technical queries such as password resets, installations and configurations on first contact.
Route complex issues to appropriate second or third level IT Support as and when required. Provider user feedback to users on the status of their support tickets. Creating and updating the knowledge base and troubleshooting procedures. Follow up and update all users and engineer activity on the logged calls where applicable. Build and maintain relationships with all BMA business units for the purposes of expectations management and knowledge sharing. Represent and participate in the organisation’s committees and tasks teams when required. Convene and attend meetings and present findings and business cases to relevant stakeholders when required. Implement timeous communication on progress and challenges in achieving the tactical work plans to impact stakeholders.
Attend industry related forums, conferences, and workshops to gain industry insight for the purpose of business improvement. Maintain and enforce all related Service Level Agreements to minimise business risk and ensure business continuity. Review related Standard Operating Procedures in consultation with the Manager: IT Service Management to ensure business optimisation. Adhere to all relevant laws, policies, and Standard Operating Procedures throughout the organisation. Report any breaches of SLAs to management and work to prevent future occurrences.
Requirements
Undergraduate qualification at NQF 6 as recognised by SAQA in Information Technology
3 Years’ Experience in an IT Service Desk or IT environment
Flexibility in working hours will be required to meet demands of the role.
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