Service Desk Agent - Fixed Term Contract

At our company, we believe in collaboration and innovation to drive exceptional results. Our Shared Services departments—spanning IT, Finance, HR, Logistics, Digital, Marketing, and Field Marketing—are essential to the growth of our industry-leading brands. We foster a high-performance culture where teamwork, accountability, and creative problem-solving are celebrated.

Our AVI IT Shared Services Division is the backbone of AVI’s operational efficiency. As a proud SAP house, we utilise world-class ERP solutions to streamline operations and ensure seamless integration of technology across our businesses. The team is dedicated to maintaining robust systems and infrastructure, driving automation, improving processes, and safeguarding cybersecurity. By leveraging SAP and other cutting-edge tools, IT empowers our teams to work smarter, innovate, and deliver exceptional results.

At least 2 years relevant experience in a Service Desk or IT Support environment

1 Year 1st Line IT Service Desk Support experience is a minimum requirement

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

Completed Matric/Grade 12

The ideal candidate will hold a Diploma in Information Technology.

Professional certifications in

A+ and N+

Enterprise Server Hardware (e.g Dell, HP)

ITIL Service Management Foundation and/or valid CCNA certification/s advantageous

Prepared to work outside of normal working hours including overtime, weekends and/or public holidays

The position requires rotational shift work

Have had exposure to supporting a retail channel

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.

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