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x2 SERVICE DESK AGENT POSTS AT THE DEPARTMENT OF HOME AFFAIRS

x2 Service Desk Agent Posts at the Department of Home Affairs

DEADLINE: 21 August 2023

x2 Service Desk Agent Posts at the Department of Home Affairs

  • POST: SERVICE DESK AGENT, (2 POSITIONS)
  • REF NO: HRMC 49/23/8
  • SALARY LEVEL : A basic salary of R359 517 to R420 402 per annum (Level 8).
  • CENTRE : Head Office, Pretoria, Branch: Information Services, Directorate: Service Support Management.

REQUIREMENTS

  • An undergraduate qualification in Information Technology / Computer Science at NQF level 6 as recognised by SAQA
  • Minimum of 2 years’ experience in IT Service Desk environment
  • ITIL Foundation Certification
  • Basic knowledge of windows operating system
  • Knowledge of hardware and software systems
  • Sound knowledge and application of the GITO guidelines and prescripts
  • Knowledge of the State Information technology Agency Act
  • Knowledge of the Departmental legislation and prescripts
  • Knowledge of Public Service Regulatory Framework.

Required skills and competencies: First line support, customer focus, analytical skills and problem solving • Planning and Organising • Good telephone etiquette • Trouble shooting skills • Good interpersonal and communication skills • A valid driver’s license, willingness to travel, on call and extended working hours may be required.

DUTIES : The successful candidate will be responsible for, amongst others, the following specific tasks: • Answer IT Service Desk incoming telephone calls • Logging incidents causing disruptions on the call logging system • Provide first line support to users in the Department and managing incidents as per team SLA / OLA • Troubleshoot computer desktops, laptops and printers to provide desktop support • Assign logged incidents on the 2nd line support teams • Ensure incidents logged correctly with all the necessary fields such as location, contact details, and other related fields • Incident Identification, logging and categorization • Logging change and release incidents for Project Team • Provide error controls and record error solutions on call logging system • Audit compliance and Quality Assurance • Resolve issues accurately for end-users of various forms of technology • IT Service Desk Audit Document Compliance and ensure proper record keeping • Log calls with comprehensive description and correct product and operational categorization • Service Level Management; SLA response to incidents with accurate OLA Call logging system configurations • Liaise and support external contractors and suppliers when required • Escalate calls before SLA breached, ensure proper resolution communication and feedback • Provide statistics on incidents logged when required.

ENQUIRIES : Mr MM Masekela, Tel No: (012) 406 7101

Where to submit your application

APPLICATIONS: Quoting the relevant reference number, direct your application to: The Department of Home Affairs, Head Office:

  • Postal Address: Private Bag X114, Pretoria, 0001
  • Physical Address: 230 Johannes Ramokhoase (Proes) street, Cnr Thabo Sehume (Andries) street, Pretoria, 0001

Application Notes:

Applications must be –

  • sent to the correct address specified above, on or before the closing date;
  • submitted on the new Application for Employment Form (Z.83), obtainable at www.gov.za; Applicants must fully complete part A,B,C,D,& F of the New Z83 application form.
  • accompanied by a comprehensive CV, citing the start and end date (dd/mm/yr) and detailed duties of each employment period to be considered, including the details of at least two contactable employment references (as recent as possible);
  • shortlisted candidates will be required to submit a copy of their ID document, a valid driver’s license as well as the relevant highest educational qualifications, on or before the day of the interview. Applicants who possess (a) foreign qualification(s), must also submit the evaluated results of such qualifications, as received from the South African Qualifications Authority (SAQA); and

Selection:

  • In the filling of entry level positions, preference may be given to unemployed youth / graduates, and / or who have successfully completed their respective skills development programmes, who satisfy the inherent requirements of the post and reside within close proximity to the office where the post is based.
  • Shortlisted Candidates will be subjected to an interview and technical assessment(s) (which assesses the Candidates’ demonstrated professional and technical competency against the job requirements and duties).
  • Candidates potentially considered suitable after the interview, will be subjected to employment suitability checks

(credit, criminal, citizenship, employment references and qualification verifications).

Appointment

Appointed persons will be required to –

  • serve a prescribed probation period; and
  • obtain security clearance appropriate to the post and within the prescribed time frame

DOWNLOAD Z83 FORM

THE END.

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African Union Commission Scholar || Founder @ Youth Opportunities Hub || Former RBA COST/Sahel Team at UNDP || TEF Alumni ||

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