South African National Roads Agency IT / Telecom Jobs in Gauteng
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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.
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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.
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.
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