Service Desk Support Agent at Auditor-General of South Africa

Strategic Function:

• Provide support as single point of contact for service support services as part of the incident management process. 
  Coordinate the incident, service request and problem management processes. 

Product Management:

• User query/issue handling - Ensuring user queries or issues are captured, validated, and triaged for further processing.
• Communicating with users - Ensuring that various types of information are communicated to users through the appropriate channel(s).
• Ensuring improvement of end user handing queries, telephone etiquette, through analysis, reviews, and reporting, as well as through competence building, knowledge sharing and other organisational changes.

Incident Management 

• Responsible for incidents escalations, follow ups including weekly and monthly reporting and conducting of meetings. 
• Capture the accurate and correct description of the incident, to ensure that the appropriate information is forwarded to the support teams. 
• Logging of faults to vendors, to ensure that the vendors take the appropriate action according to the SLA. 
• Communicate service outages to all the relevant stakeholders whenever there’s medium and high priority incidents. 
• Recording of solution for the Service Desk Knowledge base. 
• Follow-up on the ICT challenges survey. 
• Respond to requests, escalations and follow-ups sent via emails from the users. 
• Application support on Oracle PeopleSoft (CRM, HR and Finance) and other ICT applications 
• Adhere to AGSA policies, procedures and standards, to ensure compliance and consistency in applications of guidelines across the organisation. 
• Review and update process documents periodically.  
• Attend to all audit reviews during the audit process. 
• Configuration and setup for service management tool. 
• Compile incident management reports in case of medium impact cases.  

Problem management 

• Compile root cause analysis. 
• Conduct problem management meetings. 
• Review and updating of process documents periodically.  
• Attend to all audit reviews during the audit 
• Responsible for system administration including PeopleSoft security /admin(super user), network administration on active directory (access groups(ssl), mailing groups, password related, and profile modification(titles)). 

Quality Assurance 

• Details of call resolution - resolutions that can be usable in future and contribute towards a usable Knowledge base. 
• Review of logged cases and advise on correction where required. 
• Make sure that cases are on the right status, (inform the stakeholder responsible to rectify the mistake) 
• Monitor the case management to check if calls are attended to and escalate calls to managers where necessary.

Training contribution 

• Give first-hand knowledge sharing/ training to the users on applications used by AGSA. 
• Provide technical input for training and development of computer end-user skills. 
• Drafting of training manuals for the user on any new application introduced to the organisation.  

Trend analysis  

• Compile monthly reports and do trend analysis to identify areas that need urgent attention. 
• Support project team members with systems knowledge and perform user acceptance testing whenever required

Stakeholder Management:

• Maintain effective relations with both internal and external stakeholders.
• Build collaborative relationships with internal and relevant stakeholders.
• Support initiatives of sharing insights, risks and experiences.
• Manage the feedback process to stakeholders by tracking all queries received, getting the relevant information, and formulating appropriate responses according to the approved protocol

People Management:

• Manage own performance to drive productivity. 
• Participate and/or take lead in the business unit transformation/culture plans.
• Provide support to the management team with regard to centre management and other people related tasks.

Financial Management:

• Ensure compliance to AGSA policies and procedures.
• Ensure compliance with internal processes and procedures.
• Manage supply chain processes within scope of work.

Other responsibilities (Applicable to All JD’s):

• Perform and/or manage other projects, tasks and assignments not stipulated on the Job description as and when required.

Skills, Experience & Education

Formal Education:

• This position requires a minimum qualification of a National Diploma (NQF level 6 or higher) in ICT, Communication or equivalent.

Experience:

• Minimum 3 years’ experience in IT Service Management/ Call centre or related field. 
• Added advantage: Service Desk ITIL process experience or certification.