ICT SERVICE DESK AGENT

The Border Management Authority (BMA) is seeking two suitably qualified candidates to join its Information Communication and Technology division, specifically within Infrastructure and Operations, as ICT Service Desk Agents. The BMA occupies a unique position in South Africa's security architecture as an armed service established under Section 199(3) of the Constitution, making it the country's third armed service alongside the South African National Defence Force and the South African Police Service, through the Border Management Authority Act No 2 of 2020. These permanent positions are based in Centurion and form part of the ICT Service Desk team that provides frontline technical support across the organisation.

Candidates must hold Grade 12 (Matric) as well as an undergraduate qualification at NQF level 6, recognised by SAQA, in Information Technology, Information Systems, System Support or a related field. The ITIL Foundation or IT Service Management Foundation certificate is compulsory. Applicants need at least three years of experience in an IT service desk or broader IT environment, along with working knowledge of ITIL processes, the Border Management Authority Act of 2020, and basic support troubleshooting. Flexibility in working hours is required, as overtime may be necessary, and a valid driver's licence is essential.

The successful candidates will act as the single point of contact for end-users seeking technical assistance. Duties include logging, classifying and categorising IT incidents and requests, responding to and resolving queries via phone, email or the ticketing system, and troubleshooting hardware, software and network issues using remote tools. They will manage call assignments and escalations, resolve technical queries such as password resets, installations and configurations on first contact, and route complex issues to second or third level support. They will also provide users with feedback on ticket status, create and update the knowledge base and troubleshooting procedures, and follow up on all logged calls.

Beyond the service desk, the role involves stakeholder management. The agents will build and maintain relationships with all BMA business units to manage expectations and share knowledge, represent the organisation in committees and task teams, convene and attend meetings, and present findings and business cases to stakeholders. They will also attend industry forums, conferences and workshops to gain insight for business improvement. In terms of risk and compliance, they must maintain and enforce Service Level Agreements to minimise business risk, review Standard Operating Procedures with the Manager: IT Service Management, adhere to all relevant laws and policies, and report any SLA breaches.

The BMA is an equal opportunity employer committed to employment equity and workforce diversity, and preference may be given to suitably qualified candidates from designated groups in line with its employment equity plan. The BMA reserves the right not to make an appointment. Foreign qualifications must be evaluated by SAQA to confirm the appropriate NQF level. Shortlisted candidates may undergo interviews and technical assessments, and those considered suitable may be subjected to competency assessments, employment suitability checks covering credit, criminal, citizenship, employment references and qualifications, as well as mandatory vetting or security clearance. This position is being re-advertised, and candidates who previously applied are encouraged to reapply if still interested.