Avi Limited Jobs Vacancies as Service Desk Agent 2023 | Jobupdatesa

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Avi Limited Jobs Vacancies as Service Desk Agent 2023 | Jobupdatesa

Job Details

Minimum experience: Entry Level

Company primary industry: Consumer Goods

Job functional area: Information Technology

Job Description

AVI LIMITED is home to many of South Africa’s leading and best-loved brands! Listed on the Johannesburg Stock Exchange and centred on the FMCG market, AVI’s extensive brand portfolio includes more than 50 brands. Our brands span a range of categories including: hot beverages, sweet and savoury biscuits and snacks, frozen convenience foods, out-of-home ranges, personal care products, cosmetics, footwear, accessories, and fashion apparel. We have a well-developed Shared Services structure spanning: International, IT, Finance, Logistics, Marketing, Procurement and Field Marketing, that allows us to take advantage of our scale. Our single-minded purpose is our brands growth and development.                    

An exciting opportunity exists for a SERVICE DESK AGENT at AVI LIMITED in our IT Shared Services Division, in Cape Town. The Service Desk Agent is tasked with providing operational support to business users as well as the IT Infrastructure team. The support process will be underpinned by the ITIL methodology that is applied within the AVI ITSS Service Desk environment. The Service Desk Agent’s key focus is providing first line support to customers in an ITIL service model with a strong view to resolve the majority of incidents as quickly and accurately as possible. This also includes proactive system monitoring and problem resolution that lends itself to broadening both the skillset and capacity of the incumbent in the role as part of the broader service engineering team 

Reporting Structure: Service Agent Team Lead 

Job specification:

Key performance areas:

  • 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
  • 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.
  • 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  
  • Ensures effective communication of the downtime schedule to key business and IT stakeholders
  • Systems support across multiple platforms including (but not limited to): VMWare, MS Exchange, Windows Servers, Printing, CCTV, Faxing, SCCM and Backups.

Competencies:

  • Build and use key relationships
  • Problem-solving ability
  • Initiate and Achieve Results
  • Planning and organizing
  • Flexible and open to change

ELIGIBILITY CRITERIA

Requirements

Experience:                                                                   

  • 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 

Qualifications:

  • 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)
  • Identity with Windows Server 2016 (AD DS, AD CS, AD FS) 
  • Networking with Windows Server 2016 (DNS, DHCP, IPAM, VPN, DFS, SDN)

Advantageous Certificate(s):

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

Other Requirements:

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

You are welcome to submit possible applications. Remember, you really must first apply the requirements (Avi Limited Jobs Vacancies as Service Desk Agent 2023). This variable will determine whether you are a viable candidate or not. Please see the qualification conditions provided below if you wish to double-check your credentials. it will be great if you complete everything in the following list if you want to stand a chance of passing your selection.

CLOSING DATE

Applications for (Avi Limited Jobs Vacancies as Service Desk Agent 2023) must be submitted before the closing date on Not Specified

Please really application attention to the completeness of the application that will be sent to the selection committee is complete according to the requirements that have been set, in order to allow candidates to get the opportunity with what was expected.

REGISTRATION INSTRUCTIONS

How To Apply: Avi Limited Jobs Vacancies as Service Desk Agent 2023

It is recommended for tose of you who want to register to really application attention to the requirements that have been determined, in order to get a better chance.

Avi Limited Jobs Vacancies as Service Desk Agent 2023 reserves the right to offer or refuse employment to anyone at any time in its sole and absolute discretion. The decision of the committee is final and all parties involved in the recruitment process.

It is possible to guarantee that your application is protected as possible to register. However, this does not guarantee immediate success and is only designed to provide you with a stable position during the recruitment process.

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Remember, incomplete applications will not be accepted by the selection committee. Candidates who submit their applications after the stated deadline will not be considered. All submissions submitted after the deadline, regardless of their substance, will be discarded without further consideration.

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