SOUTH AFRICAN NATIONAL ROADS AGENCY (SANRAL) VACANCIES

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SERVICE DESK AGENT X6
National
Permanent
 
Description
POSITION OBJECTIVE:
The ICT Service Desk Agent role has been established as part of SANRAL’s strategic shift to insource critical ICT support functions that were previously outsourced. This role exists to create an internal capability that serves as the single point of contact (SPOC) for all ICT and Facilities-related support queries. By bringing this function in-house, the organization aims to improve service responsiveness, ensure better alignment with internal systems and priorities, enhance user experience, and retain institutional knowledge. The Service Desk Agent will be responsible for the logging, resolution, and escalation of all incidents and service requests in line with ITIL best practices, thereby enabling more agile and integrated ICT service delivery.  
 
WORKPLACE COMPETENCIES:

• IT Service Management Basics
• Service Desk / Call Centre Systems or Tools
• SANRAL Services and Structure
• Basic Troubleshooting
• Service Standards and SLAs
• Data Protection and Confidentiality
• Customer Focus
• Relationship Building and Influence
• Problem Solving
• Multi-channel Handling
• Time Management
• Multi-channel Handling
• Call Handling Techniques
• Communication Skills
• Computer Literacy

 
MINIMUM REQUIREMENTS:

• IT Higher Certificate (NQF level 5).
• ITIL Foundation Certificate.
• 3 years relevant in an ICT service desk or IT support environment with hands-on experience in service request and incident management.

 
KEY RESPONSIBILITIES:
Effective Service Request and Incident Management

• Log, classify, prioritize, and resolve or escalate ICT and Facilities tickets using ITSM tools (24/7 operations).
• Ensure accurate ticket documentation and compliance with ITIL-based procedures.
• Escalate unresolved issues promptly and following up until resolution.

 
Effective First-Line Support

• Provide end-users with support on hardware, software, printers, email, and telephony.
• Perform basic troubleshooting and remote desktop assistance.
• Managing user access (account creation, password resets, etc.) through Active Directory.
• Knowledge Management and Continuous Improvement
• Contribute to the service desk knowledge base by documenting issues and solutions.
• Promote Continuous Improvements by identifying repetitive issues and propose enhancements.
• Promote available self-service solutions by providing basic end user training.
• Support process adherence by ensuring that all tickets are logged.

 
Operational and Customer Experience Enhancement

• Provide quick and efficient first-line support to minimize downtime and reinforce trust in the ICT function.
• Perform initial basic network troubleshooting and escalate complex connectivity issues.
• Manage user access control: create accounts, reset passwords, and add users to groups in Active Directory.
• Manage end to end issues through follow-ups on technical cases including escalation to external partners.
• Contribute to Knowledge Management by documenting problems with solutions and how to guides for future reference and training.
• Liaise with relevant teams to ensure resolution of recurring issues.
• Use remote support tools such as TeamViewer, Remote Desktop, or ManageEngine to assist users.
• Ensure tickets are resolved in line with agreed SLA and quality expectations.
• Daily follow ups on unresolved tickets.
• Enhance customer experience by understanding user needs and tailoring responses based on context to demonstrate attentiveness and care.

 
Reporting and SLA Compliance

• Provide shift-based and daily reports that summarizes tickets logged, resolved, and escalated.
• SLA Adherence / Compliance Reports
• Incident Trend Analysis report that identifies recurring issues and areas for improvement.
• Coordinate user satisfaction surveys and consolidate feedback reports.

 
 
EMPLOYMENT REFERENC CHECKS:
Employment reference checks are a requirement as part of SANRAL’s recruitment and selection process. In order for SANRAL to conduct these checks a consent form needs to be completed and signed by the applicant. As an applicant of this position, you authorize SANRAL to process all the information provided for the purpose of your application for the position as well as the verification and record keeping of such credentials.
 
Please note that this is a confidential document and is intended for internal use by SANRAL’s Human resources department only. 
 
EMPLOYMENT EQUITY:

• Appointments will be made in accordance with SANRAL’s Employment Equity plan. 
• SANRAL reserves the right not to fill any position

 
Closing date for applications:  18 August 2025
 
Link to apply for this position: https://career2.successfactors.eu/sfcareer/jobreqcareer?jobId=2758&company=southafr02
 
Employment Permanent
Location SANRAL COC Offices, 36 Assegai Wood Road Rooihuiskraal, Centurion 0157
Closing Date 18/08/2025
 
 
 
 
 
 

​CONTACT CENTRE AGENT X38
NATIONAL
PERMANENT
 
Description
MINIMUM REQUIREMENTS

• NQF 5 Certificate in Contact Centre / Customer Service
• Three (3) years minimum relevant experience in a contact centre / call centre environment.

 
ADVANTAGEOUS:

• Experience in Customer Relation Management (CRM) System
• Experience in contact centre telephone systems e.g. SMARTZ, Avaya

 
TECHNICAL COMPETENCIES:

• Knowledge of customer care best practices, including handling difficult interactions, empathy, and service recovery.
• Familiarity with call handling processes for inbound and outbound.
• Understanding performance metrics (e.g. Call answer speed, average handling time, first contact resolution), queue management, and shift work expectations.
• Working knowledge of ticketing systems, CRM platforms, call logging software, and communication tools like email, Teams, or chat interfaces.
• Awareness of the importance of data accuracy, POPIA compliance, and protocols for protecting customer and vendor information.

 
KEY RESPONSIBILITIES
Customer Engagement

• Handle inbound and outbound interactions (all types of queries) via telephone, email, or digital channels across various existing projects (e.g. toll, pothole reports, vendor support etc.) and any new projects as required.
• Respond professionally to customer enquiries, in a consistent manner.
• Research required information using available resources.
• Ensure accurate, courteous, and timely responses in line with service standards.
• Adhere to Call Centre operational requirements and standard operating procedures.

 
Operational (Case Management & Query Resolution)

• Accurately log, track and update customer and stakeholder cases using internal systems (CRM, SMARTZ, or project-specific tools).
• Provide customers with accurate product and service information regarding SANRAL’s Value Added Services.
• Resolve Tier 1 issues (First Contact) independently using provided scripts, SOPs and guides.
• Escalate unresolved cases and ensure feedback loops with relevant teams or departments.
• Assist with proactive outbound campaigns as required.
• Support project-specific admin tasks such as data capturing, document verification, and case updates.
• Participate in testing of new solutions/processes and providing frontline feedback for improvement.
• Contribute to Knowledge Management by documenting problems, solutions, and all customer interactions.
• Maintain a high standard of customer service and uphold SANRAL’s professional image.
• Collaborate with internal teams to resolve recurring issues
• Reporting and Continuous improvement by collating daily/weekly/monthly ticket volumes, resolutions, escalations, and emerging trends. Report on the system and SLA compliance

 
 
EMPLOYMENT REFERENCE CHECKS
Employment reference checks are a requirement as part of SANRAL’s recruitment and selection process. In order for SANRAL to conduct these checks a consent form needs to be completed and signed by the applicant. As an applicant of this position, you authorize SANRAL to process all the information provided for the purpose of your application for the position as well as the verification and record keeping of such credentials.
 
Please note that this is a confidential document and is intended for internal use by SANRAL’s Human resources department only.
 
EMPLOYMENT EQUITY
Appointments will be made in accordance with SANRAL’s Employment Equity plan.
 
SANRAL reserves the right not to fill any position.
 
Closing date for applications: 11 August 2025
 
Link to apply for this position: https://career2.successfactors.eu/sfcareer/jobreqcareer?jobId=2757&company=southafr02
 
Please submit your APPLICATION USING SANRAL’s Career Portal. 
 
Employment Permanent
Location Central Operations Centre (COC): 36 Assegai Wood Road, Centurion
Closing Date 11/08/2025

​3X PROJECT MANAGERS
SOUTHERN REGION
PERMANENT
            
Description
POSITION OBJECTIVE:
To ensure project management in respect of specific norms and standards, according to relevant legislation, and the efficient management of resources, time and budgets associated with projects under the incumbent’s control. To develop and maintain excellent working relationships with external stakeholders and to ensure required business results.
 
MINIMUM REQUIREMENTS:

• B Eng. or B Sc. or B Tech Eng. Degree in Civil Engineering.
• A minimum of 10 years’ relevant experience, post qualification (B Eng. or B Sc. or B Tech Eng. Degree in Civil Engineering), in any of the following fields: planning, design, construction, operations and maintenance, project, and contract management of major roadworks.
• Registered with ECSA as a Professional Engineer or Professional Engineering Technologist.

 
WORKING CONDITIONS / INHERENT REQUIREMENTS OF THE JOB:

• Travel as and when required.
• Attend Cluster Meetings as and when required.
• Driver’s License.
• Work is performed in a combination of office and construction site environment, as and when required.

 
SKILLS AND COMPETENCY OF THE IDEAL CANDIDATE: 
 
Extensive knowledge of relevant industry standards and specifications, as well as the FIDIC suite of General Conditions of Contract and relevant legislation. The ability to demonstrate attention to detail and solve problems in a timely manner. The candidate should exhibit sound and accurate engineering and project management judgment and work well under pressure. Extensive project management experience in the roads sector post ECSA registration.
 
KEY PERFORMANCE AREAS INCLUDE, BUT ARE NOT LIMITED TO:
 
Identification of Projects

• Participates in the identification and prioritizing of projects using data from relevant management systems, network inspections, and personal knowledge.
• Based on requirements of the project, prepare annual budget and program.
• Ensure accurate identification of projects.
• Ensure effective prioritizing of projects.
• Ensure correct allocation of project funds.
• Ensure accurate project scope and realistic timeframes based on relevant requirements.

 
Procurement Management 

• Participates in the procurement processes for the appointment of consulting engineers and contractors as per the Employer’s standard operating procedures for procurement.
• Prepare relevant tender documentation for appointment of consulting engineers.
• Prepare relevant tender documentation for construction, in association with the consulting engineer, based on the scope of the project.
• Attend tenderer’s briefing meetings and site inspections to brief contractors on services required for project.
• Understands risk identification and analysis in respect of tender evaluations.
• Understands Pricing Schedules and analysis of tendered rates.
• Ensure use of appropriate and correct tender documentation as per specifications.
• Ensure compliance to SANRAL’s procurement policy.

 
Project Management

• Manages both Consultant and Construction Contracts over the full spectrum of SANRAL projects.
• Visits sites on a regular basis to monitor progress against the project plan.
• Monitors performance of projects through regular meetings with consultants and contractors.
• Ensure that appointed service provider conducts regular site audits.
• Monitors financial performance to ensure the project remains within budget.
• Prepare monthly forecast of expenditure for each project.
• Verify fee accounts and payment certificates prior to approval for payment.
• Review scope of work and potential impact on the budget and request additional funds if necessary.
• Identify possible hazardous locations of pedestrians and vehicles on network.
• Monitor transformation targets in terms of targets on construction projects.
• Identify and manage community development projects.
• Maintain good corporative governance in terms of risks and audits requirements on projects.
• Consider innovation in project life cycle.
• Ensure early identification of problems and mitigation thereof.
• Ensure effective project and contract management.
• Ensure completion of projects on time, within budget and conformance with quality standards.
• Ensure compliance with all technical, financial and quality requirements of the contract.
• Ensure compliance to terms and conditions of the contract.
• Understand the Claims process and ensure that Notices, Claims and Engineer’s Determinations are reported to the Chair of the Claims Committee.
• Understand the Dispute process and the functions of the Dispute Adjudication Board.
• Ensure effective cash flow management.
• Identify changes in project scope timeously.
• Mitigate and report on incidents as and when required.

 
Specialist Support   

• Heads up and/or actively participates in activities of a relevant technical cluster.
• Shares knowledge and experience with colleagues.
• Pursue research and best practice.
• Involved with development and improvement of specifications for SANRAL.
• Reviewing of Regional Memoranda and contract documentation.
• Ensure quality service delivery through use of appropriate solutions.
• Promote SANRAL’s credibility and promote aims and objectives of SANRAL.

 
Communication Management

• Maintains good working relationships with all colleagues in all regions and areas of expertise.
• Cultivates and maintains good working relationships with key stakeholders, consultants and contractors.  
• Ensure internal collaboration and co-operation.
• Promote aims and objectives of SANRAL.

 
 
EMPLOYMENT REFERENCE CHECKS
Employment reference checks are a requirement as part of SANRAL’s recruitment and selection process. In order for SANRAL to conduct these checks a consent form needs to be completed and signed by the applicant. As an applicant of this position, you authorize SANRAL to process all the information provided for the purpose of your application for the position as well as the verification and record keeping of such credentials.
 
EMPLOYMENT EQUITY
Appointments will be made in accordance with SANRAL’s Employment Equity plan.
SANRAL reserves the right not to fill any position.
Please note that further communication will be limited to shortlisted candidates only.
 
Closing date: 8 August 2025
 
Link to apply for this position: https://career2.successfactors.eu/sfcareer/jobreqcareer?jobId=2742&company=southafr02
Please submit your CV online (www.nra.co.za)
 
Employment Permanent
Location Eastern Cape Province: 20 Shoreward Drive; Baywest; Gqeberha
Closing Date 08/08/2025