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Service Desk AgentAVI Limited

Western CapeSouth Africa
a year0 Applicants
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job description - Service Desk Agent

  • Responsibilities include the ability to identify research and resolve a broad range of problems associated with users as well as the broader IT Systems infrastructure.
  • Provide operational support to business users including after-hours support by assisting in problem resolution
  • Monitors the Systems and Infrastructure environments through the use of monitoring tools and pre-defined monitoring processes and reacts quickly to resolve complex problems
  • Performs SAP transports in accordance with pre-defined processes
  • Reviews user issues logged via email and ensures that these are appropriately logged and assigned to the correct resolver group
  • Responds to user requests for information and assists in problem resolution outside of normal business hours
  • Re-assigns calls that cannot be resolved immediately to the relevant resolving team or 3rd party as defined in the operational procedures
  • Adheres to issues escalation procedures
  • Ensures effective communication of the downtime schedule to key business and IT stakeholders
  • Logs, documents and maintains history records of logged calls on the IT Knowledge Base
  • Troubleshooting, diagnosis and resolution of problems related to the group’s infrastructure components such as server hardware, storage systems.
  • Provide front-line support with a focus on incident resolution. They are to provide high quality technical and procedural assistance.
  • Systems support across multiple platforms including (but not limited to): VMWare, MS Exchange, Windows Servers, Printing, CCTV, Faxing, SCCM and Backups.
  • Responding to telephone calls, calls directly assigned via the incident management system, emails and in-person requests for technical support.
  • Conduct first-line telephone support on all incoming calls to the Service Desk  

Minimum Requirements:


  • At least 2 years relevant experience in a Service Desk or IT Support environment
  • Proven experience in monitoring, supporting and performing initial troubleshooting with a view to resolve incidents in:
  • Enterprise desktop operating systems (Win7,8,10) and Office Productivity Applications (MS Office suite)
  • Large scale Microsoft Windows Server environments
  • Microsoft systems e.g. MS Exchange, MS SharePoint Data centre computer systems, storage systems, virtualisation, software management systems (SCCM) and backup systems 


  • Matric/Grade 12
  • Diploma in Information Technology
  • Advanced Diploma or Equivalent in Information Technology would be advantageous 

Minimum Certificate(S):

  • MCSA (Microsoft Certified Solutions Associate)
  • Installation, Storage, and Compute with Windows Server 2016 (Storage and Disk, Data dedupe, HA, DR, Clustering)
  • Networking with Windows Server 2016 (DNS, DHCP, IPAM, VPN, DFS, SDN)
  • Identity with Windows Server 2016 (AD DS, AD CS, AD FS) 

Advantageous Certificate(s):

  • Valid CCNA Certification
  • A+/N+
  • Enterprise Server Hardware (e.g. HP, Dell)
  • ITIL Service Management Foundation advantageous 

Other Requirements:

  • Prepared to work outside of normal working hours including overtime, weekends and/or public holidays
  • The position requires rotational shift work
  • A keen ability to work collaboratively within a team and across multiple pillars in ITSS
  • Good working knowledge and experience in the use of enterprise monitoring systems (Solarwinds, SCOM)
  • Good understanding of networking principles – TCP, UDP, etc. 


  • Flexible and open to change
  • Build and use key relationships
  • Problem-solving ability
  • Planning and organizing
  • Initiate and Achieve Results
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About the company
AVI Limited logo

We are a consumer products company. The Company's segments include Entyce Beverages, which is engaged in selling tea, coffee, and creamer

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