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  • Posted: Mar 24, 2022
    Deadline: Apr 1, 2022
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    Vision In 2003, the Department formulated a vision and the mission statement and also reviewed value statements in 2005 to demonstrate the Department’s and its employees’ serious commitment to Government’s vision of a better life for all the country’s citizens: "To be world-class Public Works Department" Mission The Depart...
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    Service Desk Agents: Information Technology Systems Operation (21 Posts) (36 Months Contract

    HEAD OFFICE APPLICATIONS: Post: The Director-General, Department of Public Works and Infrastructure, Private Bag X65, Pretoria, 0001 or Hand-delivery: The CGO Building, Corner Bosman and Madiba Streets, Pretoria. For Attention: Ms. N.P. Mudau.

    JOB PURPOSE: To intercept service desk calls for the department’s internal and external clients, provide first
    line support and routing them to both ICT and Business units.

    REQUIREMENTS:

    • Senior Certificate/Matric or equivalent NQF Level 4 qualification.
    • Minimum of 12 months completed learner ship or internship programme or exposure in a customer service, ICT or Facilities Management environment.
    • Training on Telephone etiquette, Customer service and PFMA will be added advantage.
    • Computer skills such as an understanding of Ms Word, Excel, internet browsing, tasking and email.
    • Good verbal communication and listening skills.
    • Typing skills with knowledge of Call Logging systems.
    • The candidates should be prepared to work shifts and week-ends.

    DUTIES:

    • Answer and/or make calls (inbound and/or outbound) and respond to emails.
    • Handle customer (internal & external) inquiries both telephonically and by email. Research required information by clients (internal/external) using available resources.
    • Manage and resolve customer (internal & external) complaints/queries/FM service requests, IT related faults etc.
    • Enter and update new customer information into appropriate systems.
    • Process orders, forms, applications and calls on relevant systems.
    • Identify and escalate priority issues/queries according to available Call Centre and Facility Management business processes.
    • Assign or route calls to appropriate resource.
    • Follow up customer calls where necessary.
    • Update all call information on relevant systems according to Call Centre standard operating procedures.
    • Complete and/or close call logged on system as well as update with appropriate comments. 

    ENQUIRES: Ms. L Skhosana, Tel: (012) 406 1286 / (012) 492 2317

    SALARY: R 176 310 per annum

    Closing Date: 16h00, 25th, March 2022

    Method of Application

    APPLICATIONS : May be forwarded to the Correct Regional Office/Centre;

    Head Office Applications: Post: The Director-General, Department of Public Works and Infrastructure, Private Bag X65, Pretoria, 0001 or Hand-delivery: The CGO Building, Corner Bosman and Madiba Streets, Pretoria. For Attention: Ms. N.P. Mudau.

    Umtata Regional Office Applications: The Regional Manager, Department of Public Works, Private Bag X5007, Sutherland Street, Mthatha 7099 or Hand Deliver at 29 Sutherland Street, PRD II Building, 5th Floor, Mthatha. For Attention: Ms N Mzalisi

    Cape Town Regional Office Applications: The Regional Manager, Department of Public Works, Private Bag X9027, Cape Town, 8000. Or Hand Deliver at Ground floor, Customs House, Lower Heerengracht Street, Cape Town. Register the application in the book. For Attention: Ms. C Rossouw

    Port Elizabeth Regional Office Applications: The Regional Manager, Department of Public Works, Private Bag X3913, North End, Port Elizabeth 6056. For Attention: Ms. S Mafanya

    Durban Regional Office Applications: The Regional Manager, Department of Public Works, Private Bag X54315, Durban, 4000. Corner Dr Pixley Kasem and Samora Machel Streets Durban. For Attention: Ms NS Nxumalo
     

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