POSITION GRADE:

Paterson B5

LOCATION: SANRAL COC Offices, 36 Assegai Wood Road Rooihuiskraal, Centurion 0157

NUMBER OF VACANCIES: X 6

POSITION OBJECTIVE:

The ICT Service Desk Agent role has been established as part of SANRAL’s strategic shift to in-source critical ICT support functions that were previously outsourced. This role exists to create an internal capability that serves as the single point of contact (SPOC) for all ICT and Facilities-related support queries. By bringing this function in-house, the organization aims to improve service responsiveness, ensure better alignment with internal systems and priorities, enhance user experience, and retain institutional knowledge. The Service Desk Agent will be responsible for the logging, resolution, and escalation of all incidents and service requests in line with ITIL best practices, thereby enabling more agile and integrated ICT service delivery.

WORKPLACE COMPETENCIES:

• IT Service Management Basics
• Service Desk / Call Centre Systems or Tools
• SANRAL Services and Structure
• Basic Troubleshooting
• Service Standards and SLAs
• Data Protection and Confidentiality
• Customer Focus
• Relationship Building and Influence
• Problem Solving
• Multi-channel Handling
• Time Management
• Multi-channel Handling
• Call Handling Techniques
• Communication Skills
• Computer Literacy

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 follow up until they are resolved.

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 proposing 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 the 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 summarize 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.

EMPLOYMENT REFERENCES CHECKS:

Employment reference checks are a requirement as part of SANRAL’s recruitment and selection process. In order for SANRAL to conduct these checks, a consent form needs to be completed and signed by the applicant. As an applicant for this position, you authorize SANRAL to process all the information provided for the purpose of your application for the position, as well as the verification and record keeping of such credentials.

Please note that this is a confidential document and is intended for internal use by SANRAL’s Human resources department only.

EMPLOYMENT EQUITY:

Appointments will be made in accordance with SANRAL’s Employment Equity plan.

SANRAL reserves the right not to fill any position

Closing date for applications:   18 August 2025