Jobs

HelpDesk Operator Vacancy at Government Printing Works, Pretoria

admin May 7, 2023

3 minutes read

DEADLINE: 22 May 2023

POST: HELPDESK OPERATOR REF NO: GPW23/45

SALARY: R202 233 per annum (Level 05)
CENTRE: Pretoria

Requirements

REQUIREMENTS: A relevant 3-year tertiary qualification in Computer Science/Information Technology/ Business Information Systems or equivalent qualification as recognized by SAQA. Added Advantage: CompTIA A+/N+, ITIL Foundations, COBIT 5, CompTIA Security+.2 – 3 years’ experience in a related functional area. The candidate must possess good communication skills (verbal & written) as well as good customer service skills. Understanding of all relevant human resources legislative framework, regulations and prescripts. Understanding of Public Service Act, Public Service Regulations, Labour Relations Act, Skills Development Act. Understand the PFMA and Treasury Regulations. Understanding of Good Corporate Governance principles.

Duties

DUTIES: The rendering of efficient and effective first line support: Register calls on the help desk system, route and manage incoming calls manually or via email and an automated call distribution system. Escalate problems in the help desk system to other support areas and track activities related to the resolution of the problem. Escalate high impact problems to management immediately. Provide first level telephone support to the end-user community on hardware, software, and network-related problems. Resolve a variety of basic problems related to desktop hardware and software during initial contact from the customer. Classify the level, priority, and nature of the problem. Interpret and communicate technical information to non-technical users and colleagues. Maintain service standards according to established policies, procedures, and best practices to ensure high levels of customer satisfaction. Actively work with business stakeholders and other teams to prioritise issues and tasks to ensure effective use of resources and achievement of established deadlines. Monitor and provide feedback on timeliness and effectiveness of problem and service request resolutions. Basic advice regarding the set-up, configuration, and usage of computer. Support disaster recovery activities. Contribute to service improvement to ensure customer satisfaction and streamlining of services: Identifying areas of potential knowledge growth that would increase 1st level resolution. Identify training and development needs to ensure performance efficiency at the ICT Helpdesk. Stay up to date with customer relationship management (CRM) practices to ensure ongoing effective client service. Stay informed up to date of changes that may have an influence on the end user services/systems. Compliance and administrative support: Follow all compliance and audit guidelines as well as standard operating procedures and policies at all times. Assist with documentation as required. Recordkeeping and reporting: All calls to be logged on the call logging system. Update call logging system regularly to ensure accurate recordkeeping. Provide daily, weekly, and monthly stats with reference to calls logged, completed and still open. Provide information for reporting timeously.
ENQUIRIES : Mr. K Thamaga Tel No: 012 764 4075

How to apply

APPLICATIONS: All applications must be forwarded to: The Branch: Human Resources, Government Printing Works, Private Bag X85, Pretoria, 0001 or be hand delivered to: 149 Bosman Street, Pretoria.
FOR ATTENTION : Ms. L Pale / Ms. V Maja, Human Resources Tel No: 012 764 3976 /012 764 3912

Application Instructions

Applications must be submitted on the prescribed form Z83 (NB. The new application for employment form can be downloaded at www.dpsa.gov.zavacancies, the old prescribed application for employment form Z83 was withdrawn with effect from 31 December 2020) and must be completed in full with page 2 duly signed (failure to do so will result in your application not being considered), and clear indication of the reference number on the Z83. The application must include only completed and signed new Z83 Form, obtainable from any Public Service Department or on the internet at www.gov.za, and a detailed Curriculum Vitae. Certified copies of Identity Document, Senior Certificate and the highest required qualification as well as a driver’s license where necessary, will only be submitted by shortlisted candidates to HR on or before the day of the interview date. It is the responsibility of applicants in possession of foreign qualifications to submit evaluated results by the South African Qualifications Authority (SAQA). The Government Printing Works reserves the right to fill or not fill its advertised posts.

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