Are you passionate about ICT support and customer service? The South African National Roads Agency (SANRAL) is hiring six (6) Service Desk Agents as part of its strategic effort to internalize ICT service operations. If you hold an IT-related qualification and have experience in IT support or service desk operations, this is your opportunity to join a forward-thinking organisation that prioritizes service excellence and user satisfaction.
Vacancy Details
| Employer: | South African National Roads Agency (SANRAL) |
|---|---|
| Closing Date: | 18 August 2025 |
| Location: | SANRAL COC Offices, 36 Assegai Wood Road, Rooihuiskraal, Centurion, Gauteng, South Africa |
| Contract Type: | Permanent |
| Number of Posts: | 6 |
Post Title: Service Desk Agent X6
Job Type: Permanent
Department: ICT Support Services
Purpose of the Position:
This role is the single point of contact (SPOC) for all ICT and Facilities-related support queries at SANRAL. The position was created to improve responsiveness, align support with internal systems, and enhance user experience. Agents will work in shifts and provide 24/7 support in line with ITIL best practices.
Minimum Requirements:
- Qualification: IT Higher Certificate (NQF Level 5)
- Certification: ITIL Foundation Certificate
- Experience: Minimum of 3 years in a service desk or IT support environment (incident/service request management)
Key Responsibilities:
Service Request and Incident Management:
- Log, prioritize, escalate, and resolve tickets using ITSM tools
- Provide first-line support for hardware, software, email, telephony, and printers
- Use tools like TeamViewer, Remote Desktop, and ManageEngine
- Manage Active Directory accounts (create, reset, user groups)
- Ensure SLA compliance and document resolutions in the knowledge base
Customer Experience:
- Resolve issues efficiently to reduce downtime
- Tailor support based on user context
- Promote self-service tools and provide basic user training
Operational Reporting:
- Submit shift-based, daily, and SLA compliance reports
- Analyse incident trends and propose improvements
- Coordinate user satisfaction surveys
Required Competencies:
- IT Service Management
- Troubleshooting and Call Handling Techniques
- Customer Service & Relationship Management
- Communication and Time Management
- Computer Literacy and Data Confidentiality Awareness
How to Apply
To apply and for more details, visit the official SANRAL careers portal: Apply Online via SANRAL Career Portal
Additional Notes
- All appointments will align with SANRAL’s Employment Equity Plan.
- Employment reference checks are mandatory. A consent form for reference checking must be completed.
- SANRAL reserves the right not to fill the position.