IT Helpdesk Agent

Job purpose

• To provide first-line IT support to customers and to escalate to second-line support staff in order to enhance user productivity throughout the City of Tshwane

Appointment requirements

• An appropriate three-year career-related tertiary qualification (degree or national diploma) in Information Technology, Computer Science or any other ICT related study field
• CompTIA A+ Certification
• At least two years’ experience in an ICT Service Desk/Help Desk environment
• Must undergo a criminal record check and such a person shall allow their fingerprints to be taken by the Tshwane Metro Police Department at own cost

Personal attributes and/or competencies

• Oral communication skills; information strategy skills; data conversion ability; user support skills; communication skills; cognitive ability

Primary functions

• Log incidences and service requests from internal customers
• Escalate incidents to service providers, second line support and other sections
• Follow up on incidents and services
• Close incidents and services by ensuring that all information is captured
• Communicate and give feedback to customers regarding the progress of incidents and service requests
• Ensure customer satisfaction through telephone assistance
• Work directly with customers, end users or vendors to answer technical questions and resolve problems
• Gather information, use independent judgement and escalate complex problems to the appropriate service department
• Escalate to management when appropriate service-level agreements are not met