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SOUTH AFRICAN FORESTRY COMPANY (SAFCOL)
 
SENIOR ICT SERVICE DESK AGENT

JOB DESCRIPTION
Status: Permanent
Location: Nelspruit
Grade: C2
Reporting line: Manager: User Support
 
Role Mandate
Provide and maintain a service desk facility for all business areas inclusive of the response to, and resolution of incidents involving information and communication systems and related equipment used at the workplace, by providing 1st line support to users to enable them to make effective use of such systems and equipment.
 
 
Key Accountabilities
 
Provide Service Desk functionality:
The Senior Service Desk Agent assumes overall responsibility for functioning of service desk including the following:
  • Discuss with Manager: User Support to ensure a balanced workload between the Senior and Service Desk Agents
  • Ensure all logged incidents are appropriately allocated to Technicians or appropriate higher level support
  • Ensure all calls are resolved and closed in a timely manner by continuously following up with call owners
  • Ensure a detailed understanding of service desk system (SysAid) and all its functionalities
  • Perform a review of all logged incidents for completeness and quality
  • Supervise all work performed by the Service Desk Agents before this is submitted or reviewed by the Manager: User Support
  • Ensure timely escalation of all problematic incidents and calls to Manager: User Support
  • Provide logging functionality issues or request within the business
  • Communicate with users on an ongoing basis regarding progress on calls that have exceeded their resolution time
  • Maintain communication to Manager: User Support on all downtime issues, all system availability and maintain change control request
 
 
Provide First Line User support
  • Take responsibility for allocation of all 3rd level support calls i.e. allocation of calls beyond ICT Support Technicians
  • Provide detailed advice and guidance to all users in an effective use, monitor scanners, faxes and printers available for usage and apply knowledge to non-standard situations
  • Provide basic user training on ICT systems
  • Provide information on updates, known errors, changes in availability, new facilities
  • Advise staff on security breaches and password statuses
 
Provide for Service Desk Reporting
  • Provide weekly reports on all calls logged and their status on the system and monthly service desk reports/statistics
  • Report on: all downtime issues communicated to business areas, all system availability and change control requests communicated to business
  • Report on all calls reported to service providers and their status and progress
 
Provide workstation support
Where required and necessary, provide user desktop support as follows:
  • Configuration and setup email and mobile applications functionality on business cellphones
  • Provide necessary assistance to ICT support technician/s with loading of all required business software and applications
  • Visit users to do maintenance, diagnoses and repairs
 
 
Essential Requirements
  • Grade 12
  • A+
  • N+
  • 2-3 years’ Service Desk support
  • 2 years’ ERP support
  • Valid driver’s licence
  • The following will be an added advantage:
  • Diploma or Degree in Information and Communication Technology;
  • Microsoft Certified Desktop Support Technician/ Microsoft certified IT professional: Enterprise desktop administrator on Windows
 
Leadership                          
Driving Change
Operational Delivery
Self-Awareness
Leading others
 
Behavioural
Conflict Management
Communication & Interpersonal skills
Assertiveness
Confidentiality
 
Technical
Service Desk support
Enterprise Desktop support
 Operating Infrastructure
Hardware, System and Software Support
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SAFCOL Group is an equal opportunity company with the focus on gender equality and people with disabilities. Employment Equity will be taken into consideration in terms of all appointments within SAFCOL
 
Interested qualified individuals can e-mail a concise CV with relevant copies of qualifications in confidence to: Ms. Magdeline Selopyane, Human Capital Practitioner, magdaline@safcol.co.za,  contact number 013 754 2700
 
Closing date: 09 April 2021