The Gauteng Department of Education is a provincial government department under the Gauteng Provincial Government responsible for overseeing and regulating the basic education system in the Gauteng province of South Africa in accordance with the South African Schools Act of 1996
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A recognised three-year National Diploma/Degree (NQF Level 6/7) in Information Technology/Information Systems/ Computer Science plus a minimum of 3 years’ relevant working experience in an IT service desk or IT technical environment.
Knowledge of ITSM service desk tool, service desk and ITSM/ ITIL processesat a supervisory level and or at a post equivalent to salary level 8/7. Knowledge of call management and call handling tools. Good IT technical knowledge, problem solving and call management skills.
Excellent Client orientation, interpersonal and customer service skills. Good verbal and written communication skills, ability to work under pressure. Excellent report writing and analysis skills. Ability to manage, motivate and be part of a team. Ability to manage, adapt and balance staffing and duties to meet Service desk demands.
Ability to work with cross functional teams and supervisors on all IT incident and request process matters. Understanding the position of the IT Service desk within the organization.
Knowledge of legislative frameworks within the Public Sector will be an added advantage. A+/ N+/ Service desk, ITIL or related certificates will be advantageous. A valid South African Driver’s License.
Duties :
Ensure the GDE IT Service Desk provides efficient first line IT technical support and call logging to all GDE corporate and GDE school users. Ensure the GDE IT Service desk team adheres to the GDE IT Incident Management processes and is recorded and managed via the ITSM tool.
Report and follow up on unresolved and delayed incidents and requests to ensure service delivery target are met. Implement and ensure 3rd party relations and processes are adhered to from the GDE IT service desk, Ensure the adherence and implementation of relevant GDE policies.
Minimize service disruptions by operating, supporting, and maintaining day to day operational issues of the Service desk to ensure a stable and efficient environment. Provide office administration support within the business unit. Write reports on service desk Stats on Weekly, Monthly, quarterly, and ad hoc basis.
Build a cohesive service desk team through coaching and development. Monitor and manage services delivered by the IT service desk to ensure continual service improvement
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