Auditor General South Africa is hiring a Service Desk Support Agent
Job Details
Job Title: Service Desk Support Agent
Job ID: 4988
Location: Gauteng
Full/Part Time: Full-Time
Regular/Temporary: Regular
Requirement Overview
Strategic Function:
Provide support as single point of contact for service support services as part of the incident management process.
Coordinate the incident, service request and problem management processes.
Product Management:
User query/issue handling – Ensuring user queries or issues are captured, validated, and triaged for further processing.
Communicating with users – Ensuring that various types of information are communicated to users through the appropriate channel(s).
Ensuring improvement of end user handing queries, telephone etiquette, through analysis, reviews, and reporting, as well as through competence building, knowledge sharing and other organisational changes.
Incident Management
Responsible for incidents escalations, follow ups including weekly and monthly reporting and conducting of meetings.
Capture the accurate and correct description of the incident, to ensure that the appropriate information is forwarded to the support teams.
Logging of faults to vendors, to ensure that the vendors take the appropriate action according to the SLA.
Communicate service outages to all the relevant stakeholders whenever there’s medium and high priority incidents.
Recording of solution for the Service Desk Knowledge base.
Follow-up on the ICT challenges survey.
Respond to requests, escalations and follow-ups sent via emails from the users.
Application support on Oracle PeopleSoft (CRM, HR and Finance) and other ICT applications
Adhere to AGSA policies, procedures and standards, to ensure compliance and consistency in applications of guidelines across the organisation.
Review and update process documents periodically.
Attend to all audit reviews during the audit process.
Configuration and setup for service management tool.
Compile incident management reports in case of medium impact cases.
Problem management
Compile root cause analysis.
Conduct problem management meetings.
Review and updating of process documents periodically.
Attend to all audit reviews during the audit
Responsible for system administration including PeopleSoft security /admin(super user), network administration on active directory (access groups(ssl), mailing groups, password related, and profile modification(titles)).
Quality Assurance
Details of call resolution – resolutions that can be usable in future and contribute towards a usable Knowledge base.
Review of logged cases and advise on correction where required.
Make sure that cases are on the right status, (inform the stakeholder responsible to rectify the mistake)
Monitor the case management to check if calls are attended to and escalate calls to managers where necessary.
Training contribution
Give first-hand knowledge sharing/ training to the users on applications used by AGSA.
Provide technical input for training and development of computer end-user skills.
Drafting of training manuals for the user on any new application introduced to the organisation.
Trend analysis
Compile monthly reports and do trend analysis to identify areas that need urgent attention.
Support project team members with systems knowledge and perform user acceptance testing whenever required
Stakeholder Management:
Maintain effective relations with both internal and external stakeholders.
Build collaborative relationships with internal and relevant stakeholders.
Support initiatives of sharing insights, risks and experiences.
Manage the feedback process to stakeholders by tracking all queries received, getting the relevant information, and formulating appropriate responses according to the approved protocol
People Management:
Manage own performance to drive productivity.
Participate and/or take lead in the business unit transformation/culture plans.
Provide support to the management team with regard to centre management and other people related tasks.
Financial Management:
Ensure compliance to AGSA policies and procedures.
Ensure compliance with internal processes and procedures.
Manage supply chain processes within scope of work.
Other responsibilities (Applicable to All JD’s):
Perform and/or manage other projects, tasks and assignments not stipulated on the Job description as and when required.
Requirement Overview
The purpose of this role is to provide support for all Service Desk calls for AGSA users. The Service Desk is the single point of contact between the user and all Service Support Business units.
This position reports to the Problem, Incident & Service Desk Specialist.
Skills, Experience & Education
Formal Education:
This position requires a minimum qualification of a National Diploma (NQF level 6 or higher) in ICT, Communication or equivalent.
Experience:
Minimum 3 years’ experience in IT Service Management/ Call centre or related field.
Added advantage: Service Desk ITIL process experience or certification.
Closing Statement
The AGSA is not responsible for the verification of data provided and shall not be liable for any errors, factual, transcription or otherwise, contained in the information posted. Therefore, ensure that your online application and CV is correct, accurate and up to date. To successfully upload documents on the career site, ensure that the document name does not contain any special characters.
This appointment is subject to the preferred candidate obtaining the necessary security clearance, reference checking and competency assessment. We embrace and committed in achieving employment equity within the organization. Auditor General welcomes applications from all persons with disabilities.
Closing Date: 23 January 2025