Service Desk Agent (2758) at The South African National Roads Agency (SANRAL)

MINIMUM REQUIREMENTS:

• IT Higher Certificate (NQF level 5).
• ITIL Foundation Certificate.
• 3 years relevant in an ICT service desk or IT support environment with hands-on experience in service request and incident management.

KEY RESPONSIBILITIES:

Effective Service Request and Incident Management

• Log, classify, prioritize, and resolve or escalate ICT and Facilities tickets using ITSM tools (24/7 operations).
• Ensure accurate ticket documentation and compliance with ITIL-based procedures.
• Escalate unresolved issues promptly and following up until resolution.

Effective First-Line Support

• Provide end-users with support on hardware, software, printers, email, and telephony.
• Perform basic troubleshooting and remote desktop assistance.
• Managing user access (account creation, password resets, etc.) through Active Directory.
• Knowledge Management and Continuous Improvement
• Contribute to the service desk knowledge base by documenting issues and solutions.
• Promote Continuous Improvements by identifying repetitive issues and propose enhancements.
• Promote available self-service solutions by providing basic end user training.
• Support process adherence by ensuring that all tickets are logged.

Operational and Customer Experience Enhancement

• Provide quick and efficient first-line support to minimize downtime and reinforce trust in the ICT function.
• Perform initial basic network troubleshooting and escalate complex connectivity issues.
• Manage user access control: create accounts, reset passwords, and add users to groups in Active Directory.
• Manage end to end issues through follow-ups on technical cases including escalation to external partners.
• Contribute to Knowledge Management by documenting problems with solutions and how to guides for future reference and training.
• Liaise with relevant teams to ensure resolution of recurring issues.
• Use remote support tools such as TeamViewer, Remote Desktop, or ManageEngine to assist users.
• Ensure tickets are resolved in line with agreed SLA and quality expectations.
• Daily follow ups on unresolved tickets.
• Enhance customer experience by understanding user needs and tailoring responses based on context to demonstrate attentiveness and care.

Reporting and SLA Compliance

• Provide shift-based and daily reports that summarizes tickets logged, resolved, and escalated.
• SLA Adherence / Compliance Reports
• Incident Trend Analysis report that identifies recurring issues and areas for improvement.
• Coordinate user satisfaction surveys and consolidate feedback reports.