Job Description

OVERALL, PURPOSE OF THE JOB

To provide exceptional first line technical support to end-users by resolving IT issues efficiently and effectively. The role encompasses managing the helpdesk, attending to incoming calls, and conducting client satisfaction survey and contribute to the overall improvement of IT services within the organization.

Service Desk

Manage incoming support requests via phone, email, and ticketing system. Prioritize, categorize, and log incidents and service requests accurately. Provide first-level technical support and troubleshooting for hardware, software, and network issues. Escalate complex issues to higher-level support teams as required. Monitor and manage service desk performance metrics. Contact clients to update them on the status of their queries logged and follow-up with technicians to make sure the SLA is met as far as possible.

Operations

Contribute to the development and improvement of helpdesk processes and procedures. Participate in knowledge transfer and training sessions. Maintain up-to-date knowledge of IT systems, applications, and infrastructure. Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs). Adhere to security policies and procedures. Identify and report potential security threats or vulnerabilities. Assist in security awareness campaigns.

Customer Service

Deliver excellent customer service by providing timely and effective support. Build strong relationships with customers and foster a positive user experience. Manage customer expectations and communicate clearly and professionally.

Knowledge Base

Contribute to the creation and maintenance of the knowledge base. Provide accurate and up-to-date information to users. Leverage the knowledge base to resolve incidents efficiently.

Administration

Manage and maintain IT equipment and inventory. Perform routine administrative tasks related to the helpdesk. Generate reports and statistics as required. Perform other duties as assigned. Participate in IT projects as required. Provide technical support for project implementations. Assist in testing and deployment of new IT systems or applications.

EDUCATION

MINIMUM

National Higher Certificate in ICT or relevant equivalent qualification.

IDEAL

National Diploma in IT and ITIL Foundation and A+ or N+.

EXPERIENCE

2 years IT Service Desk or IT Administration Experience




Closing date: 04 April 2025


All SACAA appointments are subject to S98 of the Civil Aviation Act, 13 of 2009 and all successful candidates will be subjected to security vetting. Employment Equity candidates will be prioritised in line with Employment Equity Plan. If you have not heard from the SACAA 90 days after the closing date, consider your application unsuccessful.