Help Desk Support Technician at South African Department of Correctional Services

REQUIREMENTS :

• Recognized degree or national diploma in Computer Science/Information Technology or equivalent qualification. (A+, N+) and 2-3 years’ experience in ICT helpdesk and ITIL certification. Computer literate. Valid driver’s licence.

DUTIES :

• Provide first line support. Provide first level telephone support to the end-user community on hardware, software and network-related problems. Liaise with clients and external vendors on logged calls.
• Log calls with external vendors as per service level agreement and track the resolution of the incident. Classify level, priority and nature of incident/problem. Escalate incidents and problems in the help desk system to other support areas.
• Track activities related to the resolution of the incident/problem. Administration of logged calls. Enhance technical analysis in terms of software/hardware trouble-shooting and problem-solving. Provide advice regarding the set-up, configuration and usage of computers.