Service Desk Agent

AVI Limited; Wes-Kaap; On-site; ZAR 50,000 - 200,000; Full time

Job summary

AVI Limited seeks a motivated Service Desk Agent to enhance its IT support team in Cape Town. The role requires strong problem-solving skills and a proactive approach to user issues, along with a background in IT support and specific IT certifications. If you're ready to support diverse users and systems while developing your IT expertise, this fixed-term contract is an exciting opportunity to grow with a leading brand.

Qualifications

• 2-3 years in a Service Desk or IT Support environment.
• Proficiency in supporting enterprise desktop OS and Microsoft environments.

Responsibilities

• Identify, research, and resolve user and IT systems issues.
• Provide operational support including after-hours assistance.
• Document and maintain records in the IT Knowledge Base.

Skills

Customer-centric

Problem Resolution

Communication

Team Collaboration

Education

Matric/Grade 12

Diploma in Information Technology

Valid MCSA certification

Valid CCNA certification

A+/N+ certifications

ITIL Service Management Foundation certification

Job description

AVI LIMITED is proud to be home to many of South Africa’s leading and most beloved brands. As a publicly listed company on the Johannesburg Stock Exchange and a key player in the FMCG market, our diverse portfolio boasts over 50 brands across various categories, including hot beverages, snacks, frozen foods, personal care products, and fashion.

We leverage a robust Shared Services structure, encompassing International, IT, Finance, Logistics, Marketing, Procurement, and Field Marketing, to maximize our operational efficiency. Our mission? To drive the growth and development of our brands.

Position: Service Desk Agent (6-Month Fixed Term Contract)

Location: Cape Town, IT Shared Services Division

We are seeking a dedicated Service Desk Agent to provide operational support to business users and the IT Infrastructure team. Utilizing the ITIL methodology, you will focus on delivering first-line support, resolving incidents swiftly and accurately, and enhancing your skills as part of our service engineering team.

Reporting Structure: Service Agent Team Lead

Direct Reports: None

Key Responsibilities:

• Identify, research, and resolve a wide range of user and IT systems issues.
• Provide operational support, including after-hours assistance.
• Monitor systems and infrastructure, responding quickly to complex problems.
• Perform SAP transports and manage user issue logging.
• Facilitate communication of downtime schedules to stakeholders.
• Document and maintain records in the IT Knowledge Base.
• Offer front-line support across platforms like VMWare, MS Exchange, and Windows Servers.

Minimum Requirements:

Experience:

• 2-3 years in a Service Desk or IT Support environment.
• Proficiency in supporting enterprise desktop OS and Microsoft environments.

Qualifications:

• Matric/Grade 12.
• Diploma in Information Technology.
• Valid MCSA and CCNA certifications.
• A+/N+ certifications.
• ITIL Service Management Foundation certification is a plus.

Other Requirements:

• Willingness to work outside normal hours, including weekends and holidays.
• Strong team collaboration and communication skills.
• Customer-centric with a proactive approach to problem resolution.

Competencies:

• Adaptability and flexibility.
• Strong relationship-building skills.
• Excellent problem-solving abilities.
• Effective planning and organizational skills.

If you’re ready to take on this exciting challenge and grow with AVI LIMITED, we want to hear from you!