Three years of relevant tertiary education in Computer Science/Information Technology/Business Information Systems, or an equivalent degree recognized by SAQA. CompTIA A+/N+, ITIL Foundations, COBIT 5, CompTIA Security+. The candidate must possess good communication skills (verbal & written) as well as good customer service skills.
Help Desk Operator Vacancy at Government Printing Works Pretoria
2 – 3 years’ experience in a related functional area. Understanding of all relevant human resources legislation, regulations, and guidelines. Understanding the Public Service Act, Public Service Regulations, Labour Relations Act, Skills Development Act. Knowledge of PFMA and Treasury Regulations. Knowledge of Good Corporate Governance principles.
First line support: Registering calls on the help desk system, routing and managing incoming calls manually or via email, as well as an automated call distribution system. Track activities related to the resolution of problems in the help desk system to other support areas. Escalate high impact problems to management as soon as possible.
Provide first-level telephone support to the end-user community on hardware, software, and network-related issues. When a customer contacts you, solve various problems related to desktop hardware and software. Interpret and communicate technical information to non-technical users and colleagues. Determine the level, priority, and nature of the problem. Achieve high customer satisfaction by maintaining service standards in accordance with policies, procedures, and best practices.
To ensure effective use of resources and achievement of set deadlines, work with business stakeholders and other teams to prioritise issues and tasks. Provide basic advice regarding the set-up, configuration, and use of a computer. Monitor and provide feedback on the timeliness and effectiveness of problem and service request resolutions.
Support disaster recovery activities. Contribute to service improvement to ensure customer satisfaction and streamlining of services: Identifying areas of potential knowledge growth that would increase 1st level resolution. Determine training and development needs for the ICT Helpdesk, and keep up to date on CRM practices to ensure ongoing effective client service. Keeping up with changes that may affect end user systems/services is important.
Follow all compliance and audit guidelines, standard operating procedures and policies at all times. Documentation assistance is provided as needed. Recordkeeping and reporting: All calls must be logged in the call recording system. To ensure accurate recordkeeping, the call logging system should be updated regularly. Report on calls logged, completed, and still open on a daily, weekly, and monthly basis.
- Mr. K Thamaga Tel No: 012 764 4075
How to apply
Applications should be forwarded to: The Branch: Human Resources, Government Printing Works, Private Bag X85, Pretoria, 0001 or hand delivered to: 149 Bosman Street, Pretoria.
Z83 is the prescribed form for submitting applications (NB. The new application for employment form can be downloaded at www.dpsa.gov.zavacancies, as the old prescribed employment application form Z83 was removed on 31 December 2020. The application must be completed in full with page 2 duly signed (failing to do so will result in your application not being considered), and the reference number must be clearly indicated.
In addition to the completed and signed Z83 Form, which can be found at any Public Service Department or online at www.gov.za, a detailed Curriculum Vitae must also be submitted with the application. Shortlisted candidates must submit certified copies of their Identity Document, Senior Certificate, and the highest qualification as well as their drivers license before the interview date.
Applicants with foreign qualifications must submit evaluated results to the South African Qualifications Authority (SAQA). The Government Printing Works reserves the right to fill or not fill its advertised positions.