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Service Desk Agent
EXTERNAL AND INTERNAL ADVERT X2
| TO | SANRAL Staff / External (www.nra.co.za) |
| REPORTS TO | Manager: Helpdesk and Incident Management |
| DATE | 22.06.2026 |
| GRADE | B5 |
| SALARY | Market-related |
| LOCATION | SANRAL COC Offices, 36 Assegai Wood Road Rooihuiskraal, Centurion 0157 |
| APPOINTMENT TYPE | Permanent |
POSITION OBJECTIVE:
The ICT Service Desk Agent role has been established as part of SANRAL’s strategic shift to insource critical ICT support functions that were previously outsourced. This role exists to create an internal capability that serves as the single point of contact (SPOC) for all ICT and Facilities-related support queries. By bringing this function in-house, the organization aims to improve service responsiveness, ensure better alignment with internal systems and priorities, enhance user experience, and retain institutional knowledge. The Service Desk Agent will be responsible for the logging, resolution, and escalation of all incidents and service requests in line with ITIL best practices, thereby enabling more agile and integrated ICT service delivery.
MINIMUM REQUIREMENTS:
- IT Higher Certificate (NQF level 5)
- ITIL Foundation Certificate
- Three (3) years minimum relevant experience in an ICT service desk or IT support environment with hands-on experience in service request and incident management.
ADVANTAGEOUS:
- Proven experience working in a tolling transaction environment.
- Experience in contact centre telephone systems e.g. SMARTZ, Avaya
WORKPLACE COMPETENCIES:
- IT Service Management Basics
- Service Desk / Call Centre Systems or Tools
- SANRAL Services and Structure
- Basic Troubleshooting
- Service Standards and SLAs
- Data Protection and Confidentiality
- Customer Focus
- Relationship Building and Influence
- Problem Solving
- Multi-channel Handling
- Time Management
- Multi-channel Handling
- Call Handling Techniques
- Communication Skills
- Computer Literacy
KEY RESPONSIBILITIES:
Effective Service Request and Incident Management
- Log, classify, prioritize, and resolve or escalate ICT and Facilities tickets using ITSM tools (24/7 operations).
- Ensure accurate ticket documentation and compliance with ITIL-based procedures.
- Escalate unresolved issues promptly and following up until resolution.
Effective First-Line Support
- Provide end-users with support on hardware, software, printers, email, and telephony.
- Perform basic troubleshooting and remote desktop assistance.
- Managing user access (account creation, password resets, etc.) through Active Directory.
- Knowledge Management and Continuous Improvement
- Contribute to the service desk knowledge base by documenting issues and solutions.
- Promote Continuous Improvements by identifying repetitive issues and propose enhancements.
- Promote available self-service solutions by providing basic end user training.
- Support process adherence by ensuring that all tickets are logged.
Operational and Customer Experience Enhancement
- Provide quick and efficient first-line support to minimize downtime and reinforce trust in the ICT function.
- Perform initial basic network troubleshooting and escalate complex connectivity issues.
- Manage user access control: create accounts, reset passwords, and add users to groups in Active Directory.
- Manage end to end issues through follow-ups on technical cases including escalation to external partners.
- Contribute to Knowledge Management by documenting problems with solutions and how to guides for future reference and training.
- Liaise with relevant teams to ensure resolution of recurring issues.
- Use remote support tools such as TeamViewer, Remote Desktop, or ManageEngine to assist users.
- Ensure tickets are resolved in line with agreed SLA and quality expectations.
- Daily follow ups on unresolved tickets.
- Enhance customer experience by understanding user needs and tailoring responses based on context to demonstrate attentiveness and care.
Reporting and SLA Compliance
- Provide shift-based and daily reports that summarizes tickets logged, resolved, and escalated.
- SLA Adherence / Compliance Reports
- Incident Trend Analysis report that identifies recurring issues and areas for improvement.
- Coordinate user satisfaction surveys and consolidate feedback reports
EMPLOYMENT REFERENCE CHECKS
Employment reference checks are a requirement as part of SANRAL’s recruitment and selection process. In order for SANRAL to conduct these checks a consent form needs to be completed and signed by the applicant. As an applicant of this position, you authorize SANRAL to process all the information provided for the purpose of your application for the position as well as the verification and record keeping of such credentials.
Please note that this is a confidential document and is intended for internal use by SANRAL’s Human resources department only.
EMPLOYMENT EQUITY
Appointments will be made in accordance with SANRAL’s Employment Equity plan.
SANRAL reserves the right not to fill any position
Closing date for applications: 30 June 2026
Feedback will be given to shortlisted candidates only.
Click here to apply
Mobile Services Agent
Mobile Services Agent (Two Positions)
| TO | SANRAL Staff / External |
| REPORTS TO | Mobile Operations Manager |
| GRADE | B5 |
| LOCATION | 36 Assegai Wood Road, Rooihuiskraal. |
| APPOINTMENT TYPE | Permanent |
POSITION OBJECTIVE
To provide efficient, customer-focused field support services by accurately capturing and processing customer information on the relevant system, engaging with members of the public to respond to enquiries, concerns, and requests relating to accounts, services, and related processes. The incumbents will also support operational enforcement and compliance functions through accurate image interpretation and information processing using designated monitoring and intelligence systems, in line with applicable legislation, while ensuring effective use of resources to support service delivery objectives and key performance targets.
MINIMUM REQUIREMENTS
- A related qualification at an NQF level 4.
- A minimum of three (3) years proven experience in a customer service, or tolling support role, or stakeholder engagement or related.
- Experience with digital products, mobile applications, or account-related queries.
- A valid driver’s license: Code 14 with PrDP.
Successful candidates will be regularly exposed to field-based physical and environmental conditions.
TECHNICAL COMPETENCIES
- Knowledge of customer service principles and frontline service delivery practices.
- Knowledge of CRM systems and accurate customer data capturing processes.
- Knowledge of standard operating procedures (SOPs), service standards, and client KPI requirements.
- Due diligence in data entry and account management.
- Safe and responsible operation of company vehicles in line with road traffic laws and organisational policies.
- Ability to conduct pre-trip and post-trip vehicle inspections.
- Ability to identify and report vehicle defects, damages, or safety concerns promptly.
- Knowledge of basic vehicle safety, roadworthiness, and operational readiness requirements.
KEY RESPONSIBILITIES
Customer Service and CRM Support
- Provide frontline customer service support to road users and members of the public by responding to enquiries, concerns, and requests related to accounts, products, and services.
- Capture, process, and maintain accurate customer information on the CRM system in line with client KPIs, service standards, and standard operating procedures (SOPs).
- Assist customers with account-related queries, registrations, updates, and service requests in a professional, timely, and customer-focused manner.
- Ensure all customer interactions and transactions are recorded.
Mobile Operations and Field Support
- Operate designated mobile service and monitoring systems to read, interpret, and report data accurately, including the provision of plate patch images, full images, and related supporting information where required.
- Conduct real-time comparison of vehicle or account information against approved databases, watchlists, or intelligence systems, and escalate or report alerts where applicable.
- Support daily field and enforcement-related operations by conducting system checks, readiness checks, and general operational support activities.
- Coordinate operational support activities to ensure that field resources are used effectively and in line with client requirements, SOPs, and service delivery expectations.
Vehicle, Equipment and Asset Control
- Conduct thorough daily inspections of vehicles, trailers, mobile units, and related equipment to confirm functionality, roadworthiness, readiness, and compliance before deployment.
- Drive company vehicles and mobile service units responsibly and in accordance with organisational policies, road safety requirements, and operational needs.
- Ensure compliance with handover procedures for vehicles, trailers, equipment, devices, and related operational assets between shifts, depots, sites, or authorised users.
- Issue, track, receive, and reconcile devices, access tools, IDs, and operational equipment at the start and end of shifts in line with control measures and SOPs.
- Report any defects, shortages, incidents, or non-compliance relating to vehicles or equipment for corrective action.
Compliance, Administration and Reporting
- Adhere to client policies, organisational procedures, audit requirements, and control frameworks relevant to customer service and field operations.
- Maintain accurate operational, customer, vehicle, and equipment records to support compliance, accountability, and reporting.
- Provide general administrative support as required to enable efficient service delivery and operational continuity.
- Compile and submit accurate reports on customer interactions, operational activities, system alerts, incidents, and resource usage.
- Support continuous improvement by identifying recurring issues, reporting operational risks, and contributing to process and service enhancements.
EMPLOYMENT REFERENCE CHECKS
Employment reference checks are a requirement as part of SANRAL’s recruitment and selection process. In order for SANRAL to conduct these checks a consent form needs to be completed and signed by the applicant. As an applicant of this position, you authorize SANRAL to process all the information provided for the purpose of your application for the position as well as the verification and record keeping of such credentials.
Please note that this is a confidential document and is intended for internal use by SANRAL’s Human resources department only.
EMPLOYMENT EQUITY
Appointments will be made in accordance with SANRAL’s Employment Equity plan.
SANRAL reserves the right not to fill any position
Closing date for applications: 30 June 2026
Please note that feedback will be given to shortlisted candidates only.
Click here to apply
Recruitment Officer (FTC) X2
RECRUITMENT OFFICER X2
| TO | SANRAL Staff / External (www.nra.co.za) |
| REPORTS TO | HR Team Leader |
| DATE | 12 June 2026 |
| GRADE | C3 |
| SALARY | Market-related |
| LOCATION | SANRAL Head Office:Central Operations Center (COC): 36 Assegai Wood Road, Rooihuiskraal, Centurion and / or 48 Tambotie Avenue, Val de Grace, Pretoria |
| APPOINTMENT TYPE | Fixed Term Contract: 12 months |
POSITION OBJECTIVE:
To provide recruitment and selection services within their respective area to ensure that the organisation attracts and recruits the most suitable applicants for identified vacancies. To ensure efficient and professional recruitment processes are followed in accordance with SANRAL’s recruitment policy and procedures as well as all prevailing recruitment regulatory framework..
MINIMUM REQUIREMENTS:
- NQF Level 7 qualification in Human Resources Management or equivalent
- 5 years minimum of experience in recruitment and HR Generalist. Experience in mass recruitment projects is essential
- Candidate must have worked with SAP SuccessFactors or equivalent
ADVANTAGEOUS:
- SABPP Registration
TECHNICAL COMPETENCIES:
- Strong knowledge of recruitment practices and employment legislature
- Knowledge of leading recruitment trends in the market
- Ability to match role specification to applicant competencies
- Ability to work under pressure
- Proactively establishes and maintains relationships. Engenders trust, respect and the building of meaningful relationships across a variety of contexts
- Ability to influence towards common viewpoint where agreement is reached
- The ability to demonstrate attention to detail
- Excellent communication skills (written and verbal)
KEY RESPONSIBILITIES:
Recruitment
- Partnering with HR Team Leader to determine staffing needs
- Manage day-to-day recruitment processes ensuring that recruitment needs meet business objectives
- Ensure standardised recruitment processes and compliance to HR policy and associated recruitment regulatory framework, codes of good practice in recruitment, talent pipelining and workforce planning, across all SANRAL offices
- Ensure that recruitment procedure and selection documentation, including online process flow, is completed from commencement of recruitment process to completion by relevant parties, leveraging the HR Professionals (HRP) where required
- Serve as primary liaison with recruitment providers
- Manage entire recruitment process for respective area
- Provide input for offer and agreement of employment in consultation with HRP and/or HR Team Leader
- Submit role specifications on SANRAL’s applicable external and internal job advertising platforms
- Draft regret letters and send them to unsuccessful candidates
- Ensure all HR records in relation to recruitment processes are maintained
- Network and understand industry relevant talent forums and communities and actively engage these communities to ensure active pipelining
- Hoist and support proactive Talent engagement sessions and forums
Recruitment Reporting
- Provide staff analytics and forecasts in terms of recruitment needs for respective area versus appointments made and report on findings
- Present key HR metrics and initiatives to the HR Team at staff meetings
- Strive for continuous improvement of HR processes
- Provide input into workforce plan quarterly to support the business objectives
- Provide input for the quarterly reporting and update of the workforce plan including budget information (actuals vs forecast), track progress in attaining employment equity plan through recruitment exercise
- Provide analysis on third party spend versus success of placements
- Tactical project management of talent management service providers
Recruitment Administration
- Upload/advertise vacancies on relevant portals
- Screen CVs according to job requirements
- Arranging interviews with panel members and candidates
- Send out interview confirmation correspondence
- Booking boardrooms for interviews
- Preparation and printing of interview packs
- Liaison with candidates
- Email correspondence
- Booking appointments for candidate fingerprint verification
- Oversee all necessary employment screening within respective area in line with SANRAL’s recruitment policy
- Carefully scrutinise feedback received from external screening company to ensure that employment reference outcome and other background screening feedback is satisfactory prior to extending interview invitations to shortlisted candidates
- Notify HR Team Leader of any issues of concern arising from background screening outcome
- Manage job seekers response handling for respective area
EMPLOYMENT REFERENCE CHECKS
Employment reference checks are a requirement as part of SANRAL’s recruitment and selection process. In order for SANRAL to conduct these checks a consent form needs to be completed and signed by the applicant. As an applicant of this position, you authorize SANRAL to process all the information provided for the purpose of your application for the position as well as the verification and record keeping of such credentials.
Please note that this is a confidential document and is intended for internal use by SANRAL’s Human resources department only.
EMPLOYMENT EQUITY
Appointments will be made in accordance with SANRAL’s Employment Equity plan.
Closing date for applications: 26 June 2026
Click here to apply
Change Management Specialist
CHANGE MANAGEMENT SPECIALIST
| TO | SANRAL Staff / External (www.nra.co.za) |
| REPORTS TO | Specialist: Organizational Development & Change Management |
| DATE | 09 June 2026 |
| GRADE | C4 |
| SALARY | Market-related |
| LOCATION | Head Office: 48 Tambotie Ave, Val De Grace, Pretoria |
| APPOINTMENT TYPE | 3 Year Fixed-Term Contract |
POSITION OBJECTIVE:
To coordinate organisational change management across various projects within the organisation ensuring that all change initiatives are implemented successfully with optimal stakeholder adoption and the of pre-determined business benefits.
MINIMUM QUALIFICATIONS/ REQUIREMENTS:
- B. Degree in Human Resource Management, Business management, Communications, Marketing, or equivalent NQF 7 qualifications
- Change Management Certification or Accreditation
- 5 years min relevant experience and knowledge of change management principles, methodologies and tools in medium to large-scale organisational change.
KEY RESPONSIBILITIES AND DUTIES:
Facilitate the implementation of Change Management and Communication Strategies
- Apply a structured change management approach and methodology for the people impacts of change due to process development, transformation and/or technology implementation.
- Work with respective Project Managers to ensure that project teams are onboarded and trained, and business resources are upskilled appropriately.
- Conduct readiness assessments, evaluate results, and present findings to relevant stakeholders
- Identify potential people side risks and anticipated points of resistance and develop plans to mitigate or address concerns.
- Coach managers and supervisors through change and act as a liaison in connecting relevant parties and stakeholders.
- Administer measurement systems to track adoption, utilization, and proficiency of individual changes.
- Act as primary contact to address any issues and queries on change management and communication activities.
Develop Change Management and Communication Plan
- Develop Change Management and Communication plans and interventions to ensure successful change adoption.
- Create engagement plans and material across the various projects, specific focus on creation and execution of communication plans
- Ensure that Change Management plans and approach/methodology align with project plan and approach/methodology.
Ensure effective communication for change initiatives
- Develop and deliver high-quality written content for internal channels, in support of agreed change initiatives.
- Create and facilitate change awareness interventions.
- Partner with the Internal Communications to ensure effective communication and consultation processes and to build employee engagement.
- Communicate constructively with Departments and relevant stakeholders.
- Track and report on change management adoption and successes.
EMPLOYMENT REFERENCE CHECKS
Employment reference checks are a requirement as part of SANRAL’s recruitment and selection process. For SANRAL to conduct these checks a consent form needs to be completed and signed by the applicant. As an applicant of this position, you authorize SANRAL to process all the information provided for the purpose of your application for the position as well as the verification and record keeping of such credentials.
Please note that this is a confidential document and is intended for internal use by SANRAL’s Human Resources department only.
EMPLOYMENT EQUITY
Appointments will be made in accordance with SANRAL’s Employment Equity plan and Recruitment policy.
SANRAL reserves the right not to fill any position.
Closing date for applications: 23 June 2026
Click here to apply
Organisation Design Specialist
ORGANISATION DESIGN SPECIALIST
| TO | SANRAL Staff / External (www.nra.co.za) |
| REPORTS TO | Specialist: Organizational Development & Change Management |
| DATE | 09 June 2026 |
| GRADE | D2 |
| SALARY | Market-related |
| LOCATION | Head Office: 48 Tambotie Ave, Val De Grace, Pretoria |
| APPOINTMENT TYPE | 3 Year Fixed-Term Contract |
POSITION OBJECTIVE:
To coordinate organisational change management across various projects within the organisation ensuring that all change initiatives are implemented successfully with optimal stakeholder adoption and the of pre-determined business benefits.
MINIMUM QUALIFICATIONS/ REQUIREMENTS:
- NQF level 7, Bachelor’s Degree in Human Resources, Social Sciences, Business Administration or equivalent.
- 10 years min relevant experience in Organisation Design assessing, designing and implementing organisational structures and job architectures in medium to large organisations.
- 5 years’ experience in managing and/or leading organisational design projects in the public sector and/or state-owned entities, and understanding their regulatory environment.
KEY RESPONSIBILITIES AND DUTIES:
Organisational Structure
- Conduct organisational analysis and assessments to identify current organisational structure issues and concerns, including overlap in functions, duplication of works and organisational ineffectiveness.
- Assess the impact of the organisational structure changes on the current levels of organisational efficiency and individual positions.
- Provide expert recommendations on matters relating to the new and revised organisational structures, including organisational hierarchies, job titles, reporting relationships and the number of incumbents on each job.
- Provide guidance regarding the implementing of new and revised organisational structures.
- Drive standardisation and consistency of structures and jobs across the organisation
- Manage the Organogram of the business, including development, and processes of change around it
Organisational Design
- Design and manage strategies and processes to assess organisational optimisation and organisational design needs across SANRAL
- Define guidelines for consistent organisational design governance
- Analyse structures, spans of control, layers, and role interfaces
- Job Architecture & Job Design
- Provide advice on the job architecture consistent with SANRAL’s strategic objectives and organisational culture while ensuring that the job architecture is flexible, scalable and primed to adapt to future organisational changes.
- Ensure that all roles (jobs) in the new and revised organisational structures are necessary and contribute towards the wider goals of the organization.
- Advise on any additional roles (jobs) which may help support the business practices, to make them more efficient.
- Conduct job analysis and job design exercises
- Facilitate the development of job families’ framework and content
Job Profiling
- Develop and refine job profiles aligned to SANRAL’s Organisational strategy
- Assume overall responsibility for job profile inventory and support and validation for the creation of all new positions across the organisation
- Facilitate and coordinate the grading of roles leveraging third party support using the Paterson Job Grading System
- Ensure internal equity and role clarity across structures
HR Analytics & Reporting
- Analyse HR and organisational data to support decision-making
- Develop clear, defensible reports and presentations
EMPLOYMENT REFERENCE CHECKS
Employment reference checks are a requirement as part of SANRAL’s recruitment and selection process. For SANRAL to conduct these checks a consent form needs to be completed and signed by the applicant. As an applicant of this position, you authorize SANRAL to process all the information provided for the purpose of your application for the position as well as the verification and record keeping of such credentials.
Please note that this is a confidential document and is intended for internal use by SANRAL’s Human Resources department only.
EMPLOYMENT EQUITY
Appointments will be made in accordance with SANRAL’s Employment Equity plan and Recruitment policy.
SANRAL reserves the right not to fill any position.
Closing date for applications: 23 June 2026
Click here to apply
We wish you all the best with your applications
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