Help Desk Support Technician - Department of Correctional Services

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.

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.