IT Helpdesk Agent (8 Positions, Two-Year Fixed-Term Contract)

About the role

The City of Tshwane, in its Shared Services division (ICT Service Desk), is advertising eight IT Helpdesk Agent positions on a two-year fixed-term contract. The role provides first-line IT support to customers and escalates issues to second-line support, aiming to improve user productivity across the municipality.

Key responsibilities

• Log incidents and service requests from internal customers
• Escalate incidents to service providers, second-line support and other sections
• Follow up on incidents and services, close them once all information is captured
• Keep customers informed about the progress of their requests and ensure satisfaction through telephone assistance
• Answer technical questions and resolve problems with customers, end users and vendors
• Gather information, use independent judgement and escalate complex problems to the right service department
• Escalate to management when service-level agreements are not met

Required profile

• A three-year career-related tertiary qualification (degree or national diploma) in Information Technology, Computer Science or another ICT field
• At least two years' experience in an ICT Service Desk or Help Desk environment
• CompTIA A+ certification
• Criminal record check, including fingerprinting by the Tshwane Metro Police Department at the applicant's own cost

Required skills

• Oral communication and user support skills
• Data conversion ability and information strategy skills
• Cognitive ability

Remuneration is estimated between R481,284 and R644,519 per annum, within a scale of R346,536 to R481,284 per annum. The vacancy is open to all categories and is filled through new or natural attrition.