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Enigmatic Horizons Unraveling the Unknown Beyond

The Government Printing Works is seeking a HelpDesk Operator for their Pretoria office. The role involves providing technical assistance and support to users within the organization. Apply by 22 May 2023 to join this vital component of government services and contribute to efficient and effective operations

Hiring company :– Government Printing Works
Job Title:- HelpDesk Operator
Location:- Pretoria
Closing Date:- 22 May 2023

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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: 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.

Apply Online For HelpDesk Operator

If No Response Is Received Before 22 May This Year, Consider It Unsuccessful

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