Service Desk Agent

About this role

AVI Limited is hiring a Service Desk Agent for its IT Shared Services Division in Cape Town. The contract runs for 5 months. The role gives first line IT support to business users and to the IT Infrastructure team.

What you’ll do

• Give first line support to users, using the ITIL service model, and aim to fix most incidents quickly and accurately.
• Answer calls, emails, incident system tickets and in-person requests for technical help.
• Monitor systems and infrastructure with monitoring tools, and react fast to complex problems.
• Check user issues logged by email, log them properly and send them to the right resolver group.
• Pass on calls you cannot solve straight away to the correct team or third party, and follow the escalation procedures.
• Perform SAP transports following set procedures, and share downtime schedules with key business and IT stakeholders.
• Log and document calls on the IT Knowledge Base, and help with after-hours support.

What you need

• Matric/Grade 12.
• At least 2 years of experience in a service desk or IT support environment, including a minimum of 1 year of first line IT service desk support.
• Proven experience troubleshooting Windows desktops, MS Office, Windows Server, MS Exchange, MS SharePoint, storage, virtualisation, SCCM and backup systems.
• A Diploma in Information Technology is ideal.
• A+ and N+ certifications, and enterprise server hardware certification (for example Dell or HP), are listed as professional certifications that will help.
• ITIL Service Management Foundation and/or a valid CCNA are advantageous.
• Good working knowledge of enterprise monitoring tools such as SolarWinds and SCOM, and a sound understanding of networking principles such as TCP and UDP.
• Willingness to work outside normal hours, including overtime, weekends and public holidays, and to work rotational shifts.
• Exposure to supporting a retail channel is an advantage.
• Ability to work well in a team and across several IT teams, and to be flexible, solve problems and plan your work.

Is this job for you?

This role suits an IT support person with solid service desk experience who likes solving problems for users. You should be comfortable with shift work and with being on call outside office hours. If you enjoy learning new systems and working across teams, this could be a good fit.

Tips before you apply

• Have your matric certificate, IT certificates and any ITIL or CCNA proof ready to upload.
• List your service desk and first line support roles on your CV, with the systems and tools you used in each.
• Give clear examples of incidents you resolved, showing the steps you took and how you logged the call.