Service Desk Agent (Centurion)

Civil Aviation Authority; Centurion; On-site; ZAR 250,000 - 350,000; Full time

Job summary

The Civil Aviation Authority seeks a Service Desk Agent in Centurion to provide exceptional technical support to end-users. This position involves managing incoming support requests, ensuring SLA adherence, and building strong customer relationships while maintaining knowledge of IT systems. Ideal candidates should possess a National Higher Certificate in ICT, relevant IT qualifications, and have 2 years of experience in IT administration.

Qualifications

• Minimum NQF 5 Certificate in ICT required.
• Ideal to have ITIL Foundation and A+ or N+ certifications.
• 2 years experience in IT Service Desk or IT Administration required.

Responsibilities

• Provide first-level technical support and troubleshooting for hardware, software, and network issues.
• Manage incoming support requests via phone, email, and ticketing system.
• Contribute to the development and improvement of helpdesk processes.

Skills

Technical Support

Customer Service

Troubleshooting

Education

National Higher Certificate in ICT

National Diploma in IT

Job description

Job title : Service Desk Agent (Centurion)

Job Location : Gauteng, Centurion Deadline : July 18, 2025 Quick Recommended Links

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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.

Requirements

EDUCATION

MINIMUM

• National Higher Certificate in ICT or related equivalent NQF 5 Certificate

IDEAL

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

EXPERIENCE

• 2 years IT Service Desk or IT Administration Experience