Help Desk Support Technician

What you will need

• Valid driver’s licence..
• 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.

Experience

Recognised 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.

Driver's licence

Valid driver’s licence..

Skills and competencies

• Competencies And Attributes: Knowledge of multiple technical disciples (workstation connectivity, applicable software, and troubleshooting techniques).
• Typing, analytical, problem solving and good communication skills.

Key responsibilities

• 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.

Additional details

• Grade: National

How to apply

• Enquiries: National Head Office: Ms NS Khumalo
• Telephone: (012) 307 2174, (012) 305 8589

Please note

• Appointment under the Public Service Act.