SERVICE DESK AGENTS (DESKTOP AND SUPPORT) REF NO: HRMC 40/19/27 (X5 POSTS) Branch: Information Services SALARY : R316 791 – R373 167 per annum (Level 08) (A basic salary). In addition, a range of competitive benefits are offered.
CENTRE : Head Office, Pretoria REQUIREMENTS : A 3 year tertiary qualification in Information Technology/ Computer Science at NQF level 6 are as recognized by SAQA. ITIL or Microsoft Certified Desktop Support Technician (MCDST) or A+ is added advantage with a minimum of 2 years’ experience in help desk/ technician environment is required. Basic knowledge of windows operating systems. Knowledge of hardware and software systems, State Information Technology Agency Act 88 of 1998, Departmental legislation and prescripts, Public Service Regulatory Framework. Sound knowledge and application of the GITO Guidelines and prescripts. A valid driver’s licence. Willingness to travel extensively and work extended hours.
DUTIES : The successful candidate will be responsible for, amongst others, the following specific tasks: Log all relevant incident/ service request detailed on call logging systems. Provide 1st level support through receiving of calls. Handle all resulting incident or service requests from clients. Report and request fulfilment process allocating categorisation and prioritisation codes. Provide 1st line investigation and diagnosis of calls. Escalate complex incident/ service requests within agreed timeframe and provide updates to users on progress. Troubleshoot computer desktops, laptops and printers provide desktop support.
Answer of IT Service Desk telephones and managing own calls on the call logging system. Attend to 2nd line support calls assigned to Installing, 55 repairing, and arranging replacement of computers. Handle calls for movement of IT Hardware between Head Office and Regional Offices. Provide remote desktop support to regional and Head Office users.
Increase knowledge capital (data used to identify trends and proactively identify any problem area). Increase first- time fix rate at the service desk as workarounds can be deployed to increase the speed of service reduction. Timely identify, diagnose, and resolve problems. Complete resolution of problems as underlining causes are identified and corrected. Provide error control and record error solutions. Analyse urgency and the resources required to effect temporary or permanent solutions to the problems.
Identify and take ownership of problems affecting services. Use recorded problem and incident data, perform trend analysis to predict future problems and enable prioritization of problem activity. Detect and record incidents to ensure that there are no lost services/ incidents requests. React quickly and effectively to any incidents that affect IT services or infrastructure which has become critical. Provide support to users on technical related issues that arise in the workplace. Resolve issues for end-users of various forms of technology.
Provide information to users by phone, e-mail, or in person for technological services rendered by IT. Diagnose and resolve problems for a variety of hardware and software-related issues. Analyse functional needs, implement hardware, applications, and other software to meet clients’ needs. Conduct the installing and fixes for desktop computers, printers, telephones, software and peripherals.
ENQUIRIES : Ms N. Mampa Tel No: (012)406 2592
APPLICATIONS : Applications must be sent in time to the correct address as indicated before the closing date. Applications sent to a wrong address and/or received after the closing date or those that do not comply with the requirements, will not be taken into consideration. Salary Level 11 and below, except Regional It Officer (RITO):
Attention: Director-General Postal Address: Private Bag X114, Pretoria, 0001, Physical Address: 230 Johannes Ramokhoase (Proes) street, Cnr Thabo Sehume (Andries), Pretoria, 0001. Salary Level 13 and above and Regional It Officer (RITO): Only emailed applications for this posts will be accepted, kindly ensure that you submit your application to the correct email address as stated at the bottom of the relevant advert.
CLOSING DATE : 13 September 2019
NOTE : Applications must be submitted on the Application for Employment Form (Z83), obtainable from any Public Service department or at www.gov.za and must be accompanied by a comprehensive CV, citing the start and end date (dd/mm/yr) of each employment period to be considered, together with a certified copy of highest qualification