ICT SERVICE DESK AGENT

The successful candidates will be expected to perform the following**:**

Service Desk

• Act as the single point of contact for end-users seeking technical assistance.
• Log, classify and categorize IT incidents and requests for IT clients, respond to and resolve IT-related incidents and service requests via phone, email, or ticketing system.
• Troubleshoot hardware, software, and network issues using remote tools.
• Manage call assigning and escalations.
• Resolve technical queries such as password resets, installations and configurations on first contact.
• Route complex issues to appropriate second or third level IT Support as and when required.
• Provider user feedback to users on the status of their support tickets.
• Creating and updating the knowledge base and troubleshooting procedures.
• Follow up and update all users and engineer activity on the logged calls where applicable.

Stakeholder Management Support

• Build and maintain relationships with all BMA business units for the purposes of expectations management and knowledge sharing.
• Represent and participate in the organisation’s committees and tasks teams when required.
• Convene and attend meetings and present findings and business cases to relevant stakeholders when required.
• Implement timeous communication on progress and challenges in achieving the tactical work plans to impact stakeholders.
• Attend industry related forums, conferences, and workshops to gain industry insight for the purpose of business improvement.

Risk and Compliance

• Maintain and enforce all related Service Level Agreements to minimise business risk and ensure business continuity.
• Review related Standard Operating Procedures in consultation with the Manager: IT Service Management to ensure business optimisation.
• Adhere to all relevant laws, policies, and Standard Operating Procedures throughout the organisation.
• Report any breaches of SLAs to management and work to prevent future occurrences.

Minimum Qualifications

• Grade 12 (Matric)
• Undergraduate qualification at NQF 6 as recognised by SAQA in Information Technology/Information Systems, System Support or related.
• ITIL Foundation or IT Service Management Foundation certificate compulsory.

Minimum Experience

• 3 Years’ Experience in an IT Service Desk or IT environment

Knowledge

• ITIL Processes
• Border Management Authority Act,2020
• Basic Support Troubleshooting

Other requirements

• Flexibility in working hours will be required to meet demands of the role.
• May be required to work overtime.
• Valid driver’s License

The BMA is an equal opportunity employer committed to employment equity and workforce diversity. Preference may be given to suitably qualified candidates from designated groups in line with the BMA employment equity plan. The BMA reserves the right not to make an appointment to the advertised positions.

It is the applicant’s responsibility to have all foreign qualifications evaluated by South African Qualification Authority (SAQA) and to confirm the appropriate NQF level and to provide proof of such evaluation report.

• Shortlisted candidates may be subjected to an interview and technical assessment(s) (which assesses the candidate's demonstrated professional and technical competency against the job requirements and duties).
• Candidates potentially considered suitable after the interview and technical test(s) for senior positions, will be subjected to a competency assessment(which tests the candidate's demonstrated proficiency in the professional dimensions attached to the level of the post);
• Employment suitability checks will be conducted on the shortlisted candidates (credit, criminal, citizenship, employment references and qualification verifications);
• Appointments will be subjected to a mandatory vetting/security clearance appropriate to the level of the position.

NB: This position is being re-advertised, and candidates who previously applied are encouraged to reapply should they still be interested in the position.

Closing Date: 10 September 2026