Service Support Officer (Government Recruitment) x 20 Positions

1. SERVICE SUPPORT OFFICER: IT SERVICE DESK 20 POSTS REF NO: HRMC 48/15/4
SALARY : A basic salary of R227 802 to R268 338 per annum (Level 8). In addition, a range of
competitive benefits are offered.
CENTRE : Head Office: Pretoria, Branch: Information Services, Chief Directorate: IT Service Management.

REQUIREMENTS : Representivity: Coloured, Indian, White Male / Female candidates are encouraged to
apply A Degree/ National Diploma in Information Technology/ Computer Science or
an equivalent NQF level 6 is required with 1-2 years’ experience in IT Service Desk.
ITIL or Microsoft Certified Desktop Support Technician (MCDST) or A+ will be an
added advantage. Basic knowledge of windows operating systems. Knowledge of
hardware and software systems. Sound knowledge and application of the GITO
Guidelines and prescripts. Knowledge of the State Information Technology Agency
Act No 88 of 1998. Knowledge of the Departmental legislation and prescripts
.Knowledge of the Public Service Regulatory Framework. Customer focus, problem
solving, planning, organizing and telephone etiquette. On call and willingness to work
overtime and shifts will be required.

DUTIES : The successful candidate will be responsible for, amongst others, the following
specific tasks: Provide front line support to users in the Department. Log all relevant
incident/ service request detailed on call tracking systems. Provide 1st level support
through receiving of calls. Handle all resulting incident or service requests from
clients. Report and request fulfilment process allocating categorisation and
prioritisation codes. Provide 1st line investigation and diagnosis of calls. Escalate
complex incident/ service requests within agreed timeframe and provide updates to
users on progress. Troubleshoot computer desktops, laptops and printers provide
desktop support. Answer of Helpdesk telephones and managing own calls on heat as
per team OLA (Operational Level Agreement). Attend to 2nd line support calls
assigned to Installing, repairing, and arranging replacement of computers. Handle
movement of IT Hardware between Head Office and Regional Offices. Provide
remote desktop support to regional and Head Office users. Escalate critical customer
incidents timely by providing problem management by discovering and resolving
incidents causing disruptions. Assess call requirements and escalate to relevant units
or third party. Conduct and follow up on customer satisfaction surveys. Facilitate the
implementation of desktop support services. Provide support to users on technical
related issues that arise in the workplace. Resolve issues for end-users of various
forms of technology. Provide information to users by phone, e-mail, websites, or in
person for technological services rendered by IT. Design and implement desktop
support activities for daily operational undertakings. Diagnose and resolve problems
for a variety of hardware and software-related issues. Analyse functional needs,
implement hardware, applications, and other software to meet clients’ needs.
Conduct the installing and fixes for desktop computers, printers, telephones, software
and peripherals. Provide problem management by discovering and solving incidents
causing disruptions on the business. Increase knowledge capital (data used to
identify trends and proactively identify any problem area). Increase first- time fix rate
at the service desk as workarounds can be deployed to increase the speed of service
reduction. Timely identify, diagnose, and resolve problems. Complete resolution of
problems as underlining causes are identified and corrected. Provide error control
and record error solutions. Analyse urgency and the resources required to effect
temporary or permanent solutions to the problems. Identify and take ownership of
problems affecting services. Use recorded problem and incident data, perform trend
analysis to predict future problems and enable prioritization of problem activity.

Detect and record incidents to ensure that there are no lost services/ incidents
requests. React quickly and effectively to any incidents that affect IT services or
infrastructure which has become critical. Detect incidents and target the correct
support resources in order to resolve the incidents as quickly as possible. Provide
accurate information to management on the incidents impacting the organization.

ENQUIRIES : Ms N Mampa, Tel No: (012) 406 2592

APPLICATIONS : Quoting the relevant reference number, direct your CV, certified copies of
qualifications and ID together with a completed Z83 application form which can be
downloaded from our website, by the closing date to: Postal Address: Private Bag
X114, Pretoria, 0001, Physical Address: 232 Johannes Ramokhoase (Proes) street,
Cnr Thabo Sehume (Andries), Pretoria, 0002
FOR ATTENTION : The Director-General