IT Helpdesk Agent
City of Tshwane · Pretoria, Gauteng
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- To provide first-line IT support to customers and to escalate to second-line support staff in order to enhance user productivity throughout the City of Tshwane
Appointment requirements
- An appropriate three-year career-related tertiary qualification degree or national diploma in Information Technology, Computer Science or any other ICT related study field
- CompTIA A+ Certification
- At least two years' experience in an ICT Service Desk/Help Desk environment
- Must undergo a criminal record check and such a person shall allow their fingerprints to be taken by the Tshwane Metro Police Department at own cost
Personal attributes and/or competencies
- Oral communication skills; information strategy skills; data conversion ability; user support skills; communication skills; cognitive ability
Primary functions
- Log incidences and service requests from internal customers
- Escalate incidents to service providers, second line support and other sections
- Follow up on incidents and services
- Close incidents and services by ensuring that all information is captured
- Communicate and give feedback to customers regarding the progress of incidents and service requests
- Ensure customer satisfaction through telephone assistance
- Work directly with customers, end users or vendors to answer technical questions and resolve problems
- Gather information, use independent judgement and escalate complex problems to the appropriate service department
- Escalate to management when appropriate service-level agreements are not met