Service Desk Agent - Fixed Term Contract at AVI Limited

• We’re seeking a Service Desk Agent on a 6-month contract to drive success at AVI IT Shared Services Division in Cape Town. The Service Desk Agent is tasked with providing operational support to business users as well as the IT Infrastructure team. The support process will be underpinned by the ITIL methodology that is applied within the AVI ITSS Service Desk environment. The Service Desk Agent’s key focus is providing first line support to customers in an ITIL service model with a strong view to resolve the majority of incidents as quickly and accurately as possible. This also includes proactive system monitoring and problem resolution that lends itself to broadening both the skillset and capacity of the incumbent in the role as part of the broader service engineering team

Reporting Structure:

Reports to: Service Agent Team Lead 
Key Areas of Impact:

• Ability to identify research and resolve a broad range of problems associated with users as well as the broader IT Systems infrastructure.
• Provide operational support to business users including after-hours support by assisting in problem resolution
• Monitors the Systems and Infrastructure environments through the use of monitoring tools and pre-defined monitoring processes and reacts quickly to resolve complex problems
• Performs SAP transports in accordance with pre-defined processes
• Reviews user issues logged via email and ensures that these are appropriately logged and assigned to the correct resolver group
• Responds to user requests for information and assists in problem resolution outside of normal business hours
• Re-assigns calls that cannot be resolved immediately to the relevant resolving team or 3rd party as defined in the operational procedures
• Adheres to issues escalation procedures
• Ensures effective communication of the downtime schedule to key business and IT stakeholders
• Logs, documents and maintains history records of logged calls on the IT Knowledge Base
• Troubleshooting, diagnosis and resolution of problems related to the group’s infrastructure components such as server hardware, storage systems.
• Provide front-line support with a focus on incident resolution. They are to provide high quality technical and procedural assistance.
• Systems support across multiple platforms including (but not limited to): VMWare, MS Exchange, Windows Servers, Printing, CCTV, Faxing, SCCM and Backups.
• Responding to telephone calls, calls directly assigned via the incident management system, emails and in-person requests for technical support.
• Conduct first line telephone support on all incoming calls to the Service Desk

What It Takes to Succeed:

Experience that set you up for success:                       

• At least 2 years relevant experience in a Service Desk or IT Support environment
• 1 Year 1st Line IT Service Desk Support experience is a minimum requirement
• Proven experience in monitoring, supporting and performing initial troubleshooting with a view to resolve incidents in:
• Enterprise desktop operating systems (Win7,8,10) and Office Productivity Applications (MS Office suite)
• Large scale Microsoft Windows Server environments
• Microsoft systems e.g. MS Exchange, MS SharePoint Data centre computer systems, storage systems, virtualisation, software management systems (SCCM) and backup systems

Qualifications & Certifications that will contribute to your success:

• Completed Matric/Grade 12
• The ideal candidate will hold a Diploma in Information Technology.
• Professional certifications in
• A+ and N+
• Enterprise Server Hardware (e.g Dell, HP)
• ITIL Service Management Foundation and/or valid CCNA certification/s advantageous

Additional Requirements that will enhance your impact for success:

• Prepared to work outside of normal working hours including overtime, weekends and/or public holidays
• The position requires rotational shift work
• Have had exposure to supporting a retail channel
• A keen ability to work collaboratively within a team and across multiple pillars in ITSS
• Good working knowledge and experience in the use of enterprise monitoring systems (Solarwinds, SCOM)
• Good understanding of networking principles – TCP, UDP, etc.

Deadline:19th March,2026