Help Desk Operator – ICT Support

About the role

The Government Printing Works is seeking a motivated ICT Help Desk Operator to provide first‑line technical assistance to its end‑user community. The role involves handling hardware, software and network queries, ensuring compliance with ICT policies, and supporting continuous improvement of service delivery.

Key responsibilities

• Provide first‑line support by logging, routing and managing help‑desk calls and emails.
• Deliver telephone assistance for hardware, software and network issues to end‑users.
• Troubleshoot and resolve basic to complex desktop problems in a distributed environment.
• Identify incident trends, document solutions and update the incident management database.
• Enforce ICT policy compliance and complete required documentation.
• Install and configure Windows 10 and macOS Sierra operating systems.

Required profile

• Relevant Degree or National Diploma in IT, Computer Science, Information Systems or equivalent NQF level 6 qualification.
• 1–2 years of ICT end‑user support experience.
• Ability to communicate with all management levels and work flexible hours.
• Strong interpersonal skills and a customer‑service orientation.

Required skills

• Windows 10 operating system installation and configuration.
• macOS Sierra installation and configuration.
• Use of a help‑desk ticketing system and incident management tools.
• Troubleshooting of desktop hardware, software and network problems.