Requisition ID: 2758
📍 Location: SANRAL Centre of Competence (CoC), 36 Assegai Wood Road, Rooihuiskraal, Centurion
📅 Closing Date: 18 August 2025
💼 Appointment Type: Permanent
📊 Salary Grade: Paterson B5
🎯 Position Objective
To act as the single point of contact (SPOC) for all ICT and Facilities-related support issues, ensuring efficient logging, resolution, and escalation of incidents and service requests in accordance with ITIL best practices. The role enhances service delivery, responsiveness, and the internal user experience.
✅ Minimum Requirements
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IT Higher Certificate (NQF Level 5)
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ITIL Foundation Certificate
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3 years’ experience in an ICT service desk or IT support environment
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Must include experience in service request and incident management
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🧩 Key Responsibilities
Service Request & Incident Management
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Log, classify, prioritize, and resolve/escalate ICT and Facilities tickets (24/7 operations)
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Ensure documentation complies with ITIL-based processes
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Timely escalation and proactive follow-ups on unresolved tickets
First-Line Support
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Basic troubleshooting (hardware, software, printers, emails, telephony)
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Remote support via tools like TeamViewer, Remote Desktop, or ManageEngine
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Manage user accounts (password resets, user creation via Active Directory)
Knowledge Management & Process Improvement
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Document problems, solutions, and procedures for internal knowledge base
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Identify repeat incidents and recommend solutions
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Encourage and support self-service among end-users
Customer Experience & SLA Adherence
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Ensure fast, efficient support that builds user trust in ICT
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Monitor SLA compliance and improve customer satisfaction
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Conduct daily follow-ups on unresolved issues
Reporting
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Generate shift/daily reports: tickets logged, resolved, escalated
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SLA compliance reports and incident trend analysis
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Coordinate and consolidate user satisfaction survey feedback
💡 Required Competencies
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Call Handling Techniques
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Customer Focus & Communication Skills
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Problem Solving & Time Management
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Basic Network Troubleshooting
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Relationship Building & Influence
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Familiarity with Service Desk / Call Centre systems and ITSM tools
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Multi-channel Support
📌 Additional Info
📋 Employment Reference Checks
All applicants must sign a consent form for reference and background verification as part of SANRAL’s recruitment process.
⚖️ Employment Equity
Appointments will be made according to SANRAL’s Employment Equity Plan. SANRAL reserves the right not to fill any position.
🚨 APPLY BEFORE:
📅 18 August 2025
🔗 Visit: www.nra.co.za to apply or view more SANRAL opportunities.