October 24, 2022

HELP DESK SUPPORT TECHNICIAN

CENTRE : National Head Office, Pretoria


REQUIREMENTS : 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.


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
computer.


ENQUIRIES : Mr Mokotjo TN Tel No: 012 307 2039/ Mr Y Naidoo Tel No: 012 307 2079/ Ms
TP Baloyi Tel No: 012 305 8589 or Ms Khumalo NS Tel No: 012 307 2174.

APPLICATIONS : All applications must be forwarded to: National Head Office: Department of
Correctional Services, Post Advertisement Section, Private Bag X136,
Pretoria, 0001 OR hand deliver at: 124 WF Nkomo Street, Poyntons Building,
Cnr WF Nkomo and Sophie De Bruyn Street, Pretoria, 0001 (Previous: Cnr
Church and Schubart Street)

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