Ict Service Desk Agent: Technical Support

1 week ago

Pretoria, South Africa SABS Full time

**Job Advert Summary**:
**Purpose Statement**

To deliver effective 1st line support to SABS ICT users and to conduct maintenance of ICT equipment at SABS sites to ensure the optimal functional of ICT systems and infrastructure.

**About SABS**

The South African Bureau of Standards (SABS) is mandated to develop, promote and maintain South African National Standards (SANS), promote quality in connection with commodities, products and services, and render conformity assessment services and assist in matters connected therewith. Working for the SABS opens the mind to the world around you. We offer diverse career paths in dynamic environment that nurtures and recognises talent and potential. Become part of our vision of being a trusted standardisation and business assurance solution provider and join a team that fosters accountability, excellence and innovation in an inclusive workplace.

SABS is an equal opportunities employer, and our recruitment will be done in line with the Employment Equity Act 55 of 1998 and our EE Policy.

**Minimum Requirements**:
National Diploma / Diploma in ICT, Computer Science or equivalent field (NQF Level 6)

A+ certification is advantageous

Information Technology Infrastructure Library Certification is essential

MSCE: Core Infrastructure Certification is advantageous

3 years relevant work experience in ICT Support

**Duties and Responsibilities**:
**Functional Management**
- Provide ICT service desk support to end-users including assigning incidents or service requests, answering service desk calls, resolving logged user issues, and escalating unresolved calls as per standard operating procedures.
- Proactively monitor and report on network and system outages.
- Troubleshoot, diagnose, and resolve support queries as well as other third-party faults
- Escalate queries to 2nd line where required, according to escalation guidelines.
- Prioritise and manage open and pending tickets effectively.
- Ensure that faults are resolved in a timely manner to meet defined SLA targets.
- Own and drive ticket resolution for all assigned tickets within scope of control, including information gathering, troubleshooting, feedback, and updates to end-users.
- Provide ad-hoc 2nd line support for all SABS software, hardware and ICT services as and when required.
- Clean and remove malicious software and viruses from infected devices as required.
- Download, test and install vendor patches and/or updates as required.
- Provide remote ICT support to end-users to resolve queries, and telephonic support when unable to gain remote access.

**Risk and Compliance Management**
- Assist in identifying and adhering to fraud controls, risk prevention principles, sound governance and compliance processes, and tools to identify and manage risks.
- Support and provide evidence to all internal and external audit requirements.
- Adhere to all relevant laws, policies and Standard Operating Procedures throughout the organisation.
- Ensure that system infrastructure and related procedures are adhered to as per company policies and standards.

**Stakeholder Management**
- Build and maintain effective internal and external stakeholder relationships for the purpose of expectations management, knowledge sharing and integration, and to manage the organisation’s reputation.
- Represent and participate in the organisation’s committees and tasks teams when required.
- Ensure efficient communication of all inspections, non-conformances and reports to line management
- Provide excellent customer service as per the SLA.
- Handle queries and resolve problems within span of control and within agreed time frames.

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