About the Role
The Department of Information and Communication Technology is looking for a dedicated Help Desk Support Technician to join their team at the National Head Office in Pretoria. This role is crucial for ensuring that our staff and stakeholders have uninterrupted access to the technology they rely on daily. As a Help Desk Support Technician, you will be the first line of support for hardware, software, and network-related issues, making your contributions vital to the smooth operation of public service in South Africa.
In this role, you will engage directly with end-users, providing telephone support and troubleshooting assistance. Your ability to communicate effectively and resolve technical issues will not only enhance the efficiency of the department but also positively impact the experiences of those you serve. This position offers the opportunity to grow your technical skills while making meaningful contributions to the community.
About the Department
The Department of Information and Communication Technology is dedicated to leveraging technology to enhance government services and improve public access to information. With a focus on innovation and efficiency, this department plays a pivotal role in the modernization of public services across South Africa. By working here, you will contribute to the development of digital solutions that benefit citizens and promote transparency and accountability in government operations.
What You’ll Do
- Provide first-line support to end-users for hardware, software, and network issues.
- Log and track calls with external vendors as per service level agreements.
- Classify the level, priority, and nature of incidents or problems.
- Escalate incidents to appropriate support areas when necessary.
- Enhance technical analysis through software and hardware troubleshooting.
- Advise on the setup, configuration, and usage of computers.
- Maintain administration of logged calls and track the resolution of incidents.
What You’ll Need
- Recognized degree or national diploma in Computer Science, Information Technology, or an equivalent qualification.
- A+ and N+ certifications, with 1-2 years’ experience in ICT helpdesk support.
- ITIL certification is preferred.
- Valid driver’s license is required.
- Strong knowledge of desktop hardware and software, troubleshooting techniques, and fault diagnosis.
- Excellent customer service skills and telephone etiquette.
- Ability to work collaboratively in a team environment.
- Strong analytical, problem-solving, and communication skills.
How to Apply
Applications can be submitted by hand delivery during office hours to 20 Steve Biko Street, Agriculture Place, Arcadia, Pretoria, 0002 or by email [email protected].
Requirements
Recognized degree or national diploma in Computer Science/Information Technology or equivalent qualification.(A+, N+) and 1-2 years’ experience in ICT helpdesk and ITIL certification.
Valid driver’s licence.
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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.
Ability to work in a team.
Typing, analytical, problem solving and good communication skills.
Job 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 track the resolution of the incident.
Classify level, priority and nature of 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 trouble-shooting and problem- solving.
Provide advice regarding the set-up, configuration and usage of computers.
