Service Desk Agent - Fixed Term Contract

AVI Limited; Wes-Kaap; On-site; ZAR 201,000 - 279,000; Part time

Job summary

AVI Limited invites applications for a Service Desk Agent role within the AVI IT Shared Services Division in Cape Town. This 5-month contract focuses on first-line IT support, incident resolution, and proactive monitoring to strengthen IT operations.

You will work with SAP transports, monitor environments, and support multiple platforms including VMware, Exchange, Windows Server, SCCM and backups. Shift work and after-hours support may be required.

Qualifications

• 2+ years in a Service Desk or IT Support environment.
• 1 year of 1st Line IT Service Desk support experience.
• Experience with Windows desktop OS and Office, and large Windows Server environments.

Responsibilities

• Provide first line IT support to business users, including after-hours if required.
• Monitor systems and investigate incidents to resolve issues quickly.
• Perform SAP transports in accordance with processes.
• Log and classify user issues, assign to resolver groups, and track progress.
• Respond to user requests for information and assist in problem resolution.
• Escalate issues and communicate downtime schedules to stakeholders.
• Maintain history records in the IT Knowledge Base.
• Troubleshoot infrastructure components and provide high-quality guidance.

Skills

2+ years Service Desk experience

1st Line IT Service Desk

Monitoring & troubleshooting

ITIL awareness

Education

Matric/Grade 12

Diploma in Information Technology

ITIL/CCNA certifications beneficial

Tools

VMware

MS Exchange

Windows Server

SCCM

Backups

Job description

At our company, we believe in collaboration and innovation to drive exceptional results. Our Shared Services departments—spanning IT, Finance, HR, Logistics, Digital, Marketing, and Field Marketing—are essential to the growth of our industry-leading brands. We foster a high-performance culture where teamwork, accountability, and creative problem‑solving are celebrated.

Our AVI IT Shared Services Division is the backbone of AVI’s operational efficiency. As a proud SAP house, we utilise world‑class ERP solutions to streamline operations and ensure seamless integration of technology across our businesses. The team is dedicated to maintaining robust systems and infrastructure, driving automation, improving processes, and safeguarding cybersecurity. By leveraging SAP and other cutting‑edge tools, IT empowers our teams to work smarter, innovate, and deliver exceptional results.

Why Join Our Shared Services Team?

• Drive Growth: Support and contribute to the success of our industry-leading brands.
• Collaborative Culture: Thrive in a team‑oriented environment that values accountability and innovation.
• Impact & Growth: Play a key role in our brands' success while advancing your career in a supportive setting.
• Shape the Future: Make a meaningful difference and help us shape the future of our business.
  

Step Into a Role That Makes an Impact! We’re seeking a Service Desk Agent on a 5-month contract to drive success at AVI IT Shared Services Division in Cape Town. The Service Desk Agent is tasked with providing operational support to business users as well as the IT Infrastructure team. The support process will be underpinned by the ITIL methodology that is applied within the AVI ITSS Service Desk environment. The Service Desk Agent’s key focus is providing first line support to customers in an ITIL service model with a strong view to resolve the majority of incidents as quickly and accurately as possible. This also includes proactive system monitoring and problem resolution that lends itself to broadening both the skillset and capacity of the incumbent in the role as part of the broader service engineering team

Reporting Structure:

• Reports to: Service Agent Team Lead

Key Areas of Impact:

• Ability to identify research and resolve a broad range of problems associated with users as well as the broader IT Systems infrastructure.
• Provide operational support to business users including after-hours support by assisting in problem resolution
• Monitors the Systems and Infrastructure environments through the use of monitoring tools and pre‑defined monitoring processes and reacts quickly to resolve complex problems
• Performs SAP transports in accordance with pre‑defined processes
• Reviews user issues logged via email and ensures that these are appropriately logged and assigned to the correct resolver group
• Responds to user requests for information and assists in problem resolution outside of normal business hours
• Re‑assigns calls that cannot be resolved immediately to the relevant resolving team or 3rd party as defined in the operational procedures
• Adheres to issues escalation procedures
• Ensures effective communication of the downtime schedule to key business and IT stakeholders
• Logs, documents and maintains history records of logged calls on the IT Knowledge Base
• Troubleshooting, diagnosis and resolution of problems related to the group’s infrastructure components such as server hardware, storage systems.
• Provide front‑line support with a focus on incident resolution. They are to provide high quality technical and procedural assistance.
• Systems support across multiple platforms including (but not limited to): VMWare, MS Exchange, Windows Servers, Printing, CCTV, Faxing, SCCM and Backups.
• Responding to telephone calls, calls directly assigned via the incident management system, emails and in‑person requests for technical support.
• Conduct first line telephone support on all incoming calls to the Service Desk

What It Takes to Succeed:

Experience that set you up for success:

• At least 2 years relevant experience in a Service Desk or IT Support environment
• 1 Year 1st Line IT Service Desk Support experience is a minimum requirement
• Proven experience in monitoring, supporting and performing initial troubleshooting with a view to resolve incidents in:
  • Enterprise desktop operating systems (Win7,8,10) and Office Productivity Applications (MS Office suite)
  • Large scale Microsoft Windows Server environments
  • Microsoft systems e.g. MS Exchange, MS SharePoint Data centre computer systems, storage systems, virtualisation, software management systems (SCCM) and backup systems

Qualifications & Certifications that will contribute to your success:

• Completed Matric/Grade 12
• The ideal candidate will hold a Diploma in Information Technology.
• Professional certifications in
  • A+ and N+
  • Enterprise Server Hardware (e.g Dell, HP)
  • ITIL Service Management Foundation and/or valid CCNA certification/s advantageous

Additional Requirements that will enhance your impact for success:

• Prepared to work outside of normal working hours including overtime, weekends and/or public holidays
• The position requires rotational shift work
• Have had exposure to supporting a retail channel
• A keen ability to work collaboratively within a team and across multiple pillars in ITSS
• Good working knowledge and experience in the use of enterprise monitoring systems (Solarwinds, SCOM)
• Good understanding of networking principles – TCP, UDP, etc.

Competencies:

• Flexible and open to change
• Build and use key relationships
• Problem solving ability
• Planning and organizing
• Initiate and Achieve Results

Take the Next Step with Us

At the heart of our AVI Shared Services Divisions is a commitment to excellence, collaboration, and continuous improvement. Here, you’ll have the opportunity to work with talented professionals across multiple disciplines, allowing you to grow professionally. If you are passionate about making an impact, solving complex problems, and collaborating with others to drive excellence, this is the place for you.