About the Role

The Service Desk Agent provides first‑line ICT support to the Transnet community. The role involves troubleshooting and resolving technical issues, ensuring user satisfaction, and following established service desk procedures.

Key Responsibilities

• Identify, diagnose, and troubleshoot reported issues at the first‑line level.
• Acknowledge service requests and resolve them promptly or cascade them to higher support tiers.
• Provide immediate assistance via phone, email, self‑service portal, or walk‑ins.
• Log tickets in the service desk tool, including user details, priority, and reference number.
• Verify user information and maintain accurate records in compliance with POPIA.
• Address problems related to Microsoft Office, file access, internet connectivity, and network connectivity.
• Install, diagnose, repair, and upgrade devices and applications used within Transnet.
• Document and improve help desk processes and procedures.
• Maintain a single point of contact for all end‑user inquiries.

Qualifications and Experience

• Diploma (NQF 6) in IT or equivalent.
• Basic knowledge of Microsoft products.
• Familiarity with an IT Service Management tool is an advantage.
• Microsoft A+ and Network+ certifications are a plus.
• 1–2 years of technical support or customer service experience.
• Willingness to travel as required.

Competencies

• Strong telephone etiquette and customer‑centric communication.
• Decision‑making and problem‑solving skills.
• Planning and organizational abilities.
• Effective relationship management with users and teammates.
• Report writing and documentation skills.
• Agility in adapting to changing priorities.

Equity Statement

Transnet values diversity and will give preference to applicants from designated groups in line with the Employment Equity Plan and Targets.