Transnet
Service Desk Agent
Location: South Africa
Job Type: Full Time
Experience: 1 – 2 years
About Transnet
Transnet is a vital part of South Africa’s freight logistics chain, responsible for delivering goods across the country. As a leader in transport infrastructure, we operate according to world-class standards and play an integral role in the Southern African economy. We are looking for dedicated individuals to join our team of approximately 38,000 employees.
Position Purpose
The Service Desk Agent provides first-line ICT technical support. You will be responsible for troubleshooting and resolving client service requests, ranging from simple to complex issues. The goal is to ensure high levels of satisfaction for the Transnet community by responding to service requests efficiently and professionally.
Key Responsibilities
- Act as the single point of contact for end-users by logging and recording all tickets in the Service Desk tool.
- Identify, diagnose, and troubleshoot technical issues at a 1st-level support basis.
- Manage service requests received via telephone, email, self-service, or walk-ins.
- Provide immediate solutions for desktop issues, including MS Office applications, file access, internet connectivity, and network problems.
- Prioritize and assign complex tickets to the relevant 2nd-level support groups or service providers.
- Maintain and update user information in the system according to POPIA legislation.
- Install, repair, and upgrade devices and applications deployed within the Transnet environment.
- Contribute to the improvement of help desk processes, documentation, and service request forms.
Qualifications and Experience
- Education: Diploma (NQF6) in Information Technology or an equivalent qualification.
- Experience: 1 – 2 years of working experience in ICT or customer service.
- Technical Knowledge: Strong understanding of Microsoft products and IT service management (ITSM) tools.
- Certifications: Microsoft A+ and N+ certifications are highly advantageous.
- Requirements: Ability to travel for work as required and approved.
How to Apply
Interested candidates who meet the above requirements are invited to submit their applications through the Transnet talent portal.