Service Desk Agent

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. Why Join Our Shared Services Team? Drive Growth: Support and contribute to the success of our industry-leading brands. Collaborative Culture: Thrive in a team-oriented environment that values accountability and innovation. Impact & Growth: Play a key role in our brands' success while advancing your career in a supportive setting. Shape the Future: Make a meaningful difference and help us shape the future of our business. Step Into a Role That Makes an Impact! We’re seeking a Service Desk Agent on a 6-month contract to drive success at AVI 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: Reports to: Service Agent Team Lead Key Areas of Impact: 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