Junior Desktop Support Engineer (2667) at The South African National Roads Agency (SANRAL)

MINIMUM REQUIREMENTS:

• A Certificate in Information Technology at an NQF level 5.
• At least two (2) years of relevant desktop and support experience in an ICT environment.  

ADVANTAGEOUS:

• A National Diploma in IT at an NQF level 6.

Certificates:

• ITIL Foundation or A+ Certificate or N+ Certificate or Microsoft Technical qualifications (MCSE).

Well versed in Microsoft technology, encompassing but not exhaustive of the following:

• Office 365 
• MS Exchange Online

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 regional teams to manage region-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 regions.
• 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.
• 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.