Service Desk Agent

Service Desk Agent

• Operating Division: Transnet Rail Infrastructure Manager (TRIM)
• Employee Group: Non Permanent
• Department: TR-ICT-Governance, Risk, Compliance-PKT
• Location: Parktown
• Reporting To: Head:
  Governance, Risk, Compliance & Cyb
• Grade: FTMH2X
• Reference: req
  4231

The closing date is on . It is the responsibility of the applicant to ensure that HR has received the application before the closing date of the advertisement.

To provide first line ICT technical troubleshooting, support and resolving to client service request, analyse, diagnose and resolve client faults timeously with which may vary from straight forward to more complex servicerequest/faults. Ensure clients satisfaction to the Transnet community nationally. Respond to large volumes of service request within acceptablenorms whilst also ensuring a high degree of client satisfaction.

• Identify, diagnose and troubleshoot reported issues on 1st Level Basis.
• Acknowledge, resolve and cascade reported service requests timeously.
• Verify, investigate, and provide first time resolution (where applicable) on Transnet deployed applications (e.g. ITSM tolls challenges).
• Accept user faults and requests (telephonically, email, self-service, and walk-ins (where applicable).
• Determine the type of ticket, prioritise and assign to relevant function, support group or service provider (as per approved process or work instruction) and issue a ticket reference number/s.
• Contribute to administration of help and service desk processes and procedures, management of documents versions, standby documentation and service request forms.
• Maintain (verifying user information while logging a ticket) user information captured in the tool in line with legislation (POPIA) as per approved process.
• To provide a single point of contact for end-users (log, and record tickets to the Service Desk tool currently in use by the organisation).
• Render telephonic assistance to users by resolving an pertinent desktop issues e.g. MS Office Applications, file, Internet Access, Network Connectivity etc.
• Acknowledge, record and categorise reported issues with providing solutions and where necessary cascade to 2nd Level Support.
• To provide first level support on devices, and application deployed in the Transnet environment (installing, diagnosing, repairing and upgrading).
• Contribute to the improvement of processes pertaining to the service desk and first level support initiatives.

• Diploma (NQF6) in IT or equivalent
• Knowledge of Microsoft products
• Knowledge of an IT service management tool an advantage
• Microsoft A+ and N+ Advantageous
• 1 – 2 years of working experience or customer services experience
• Standard Job Requirement:
  Travel as required and approved

• Meeting procedures
• Telephone etiquette
• Customer centricity
• Data & Voice Network skills
• Knowledge of service level agreement-advantage

• Computer literacy
• Agility
• Communication
• Decision making
• Planning
• Relationship Management
• Report Writing

Preference will be given to suitably qualified Applicants who are members of the designated groups in line with the Employment Equity Plan and Targets of the Organisation/Operating Division.

If you have not heard from Transnet within 90 days, please consider your application as unsuccessful.