The South African Civil Aviation Authority (SACAA) is inviting applications for a permanent Service Desk Agent position based in Midrand. With a market-related salary and the opportunity to contribute to one of South Africa’s key regulatory bodies, this position is ideal for a passionate IT support professional eager to grow in their career. Applications close on 04 April 2025, so act swiftly if you meet the criteria.
Purpose of the Service Desk Agent Position
The primary function of the Service Desk Agent is to deliver first-line technical support to SACAA staff. This includes resolving IT issues, managing incoming support requests, and improving service delivery through quality customer engagement.
Key Responsibilities
Service Desk Support
- Manage incoming support queries via phone, email, and ticketing system.
- Prioritise, categorise, and log incidents and service requests.
- Provide first-level support for hardware, software, and network issues.
- Escalate complex or unresolved problems to senior IT teams.
- Update users on ticket status and ensure SLA compliance through technician follow-ups.
Operational Duties
- Improve helpdesk procedures and contribute to process development.
- Participate in internal training and knowledge-sharing initiatives.
- Stay current with SACAA’s IT systems and infrastructure.
- Assist with IT-related projects and help in deploying new applications.
Customer Service Focus
- Deliver professional, timely, and friendly IT support.
- Communicate clearly with users and manage expectations effectively.
- Foster positive relationships with SACAA staff across departments.
Security and Compliance
- Follow internal IT security policies and procedures.
- Report security risks or vulnerabilities when identified.
- Participate in awareness campaigns related to cybersecurity and data protection.
Knowledge Base Management
- Develop and maintain SACAA’s IT knowledge base.
- Use knowledge articles to resolve common incidents efficiently.
- Ensure shared resources are accurate and updated regularly.
Administrative Support
- Maintain IT inventory and track issued equipment.
- Generate regular reports and service desk statistics.
- Perform assigned administrative tasks and assist with technical implementations.
Minimum Requirements
Education
- National Higher Certificate in ICT or equivalent (minimum).
- A National Diploma in IT, ITIL Foundation, A+, or N+ will be advantageous.
Experience
- At least 2 years’ experience in a Service Desk or IT Administration environment.
Why Join SACAA?
- Be part of a nationally respected authority.
- Gain valuable experience in IT support and service management.
- Enjoy professional growth through participation in new projects and technologies.
- Work in a dynamic and supportive team environment.
Additional Information
- Employment Equity candidates will be prioritised in line with SACAA’s EE Plan.
- All appointments are subject to Section 98 of the Civil Aviation Act (13 of 2009).
- Shortlisted candidates will undergo security vetting before final appointment.
- If you do not hear back within 90 days after the closing date, please consider your application unsuccessful.
This is an excellent opportunity for a technically skilled and customer-focused professional to join a respected organisation like SACAA. Based in Midrand, the role of Service Desk Agent offers both stability and room for professional growth in a mission-driven environment.
With applications closing soon, interested candidates should prepare their applications and ensure they meet the listed criteria.
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