Help Desk Support Technician - Department of Correctional Services



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Department of Correctional Services IT / Telecom Jobs in Gauteng


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POST 39/59: HELP DESK SUPPORT TECHNICIAN

REF NO: HO 2022/10/54

Directorate: IT Infrastructure and Telephony

DUTIES:

  • Provide first-line support. 
  • Provide first-level telephone support to the end-user community on hardware, software and network-related problems. 
  • Liaise with clients and external vendors on logged calls. 
  • Log calls with external vendors as per service level agreement and tracks the resolution of the incident.
  • Classify the level, priority and nature of the incident/problem.
  • Escalate incidents and problems in the help desk system to other support areas.
  • Track activities related to the resolution of the incident/problem.
  • Administration of logged calls.
  • Enhance technical analysis in terms of software/hardware troubleshooting and problem-solving.
  • Provide advice regarding the set-up, configuration and usage of the computer.


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REQUIREMENTS:          

  • A recognized degree or national diploma in Computer Science/ Information Technology or equivalent qualification. (A+, N+) and two (2) or more years in ICT Helpdesk and ITIL certification.
  • Valid driver’s license.

Competencies And Attributes:

  • Knowledge of multiple technical disciples (workstation connectivity, applicable software, and troubleshooting techniques).
  • Good customer relations.
  • Desktop hardware and software knowledge.
  • Knowledge of desktop fault diagnosis and rectification.
  • Telephone etiquette.
  • Problem-solving and good communication skills.
  • Ability to work in a team.
  • Typing and analytical skills.

SALARY: R261 372 per annum

CENTRE: National Head Office, Pretoria

ENQUIRIES:

Mr Mokotjo TN Tel No: 012 307 2039 /

Mr Y Naidoo Tel No: 012 307 2079/

Ms TP Baloyi 012 305 8589 

Ms Khumalo NS 012 307 2174.




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