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ICT Service Desk Agent

Job Ref
263759
Job Type
Permanent
Employer Type
Company
Date Added 2 Feb 2016
Expiry Date 1 Mar 2016
* There have been 34 applications to this job.
* This job has been viewed 1792 times.
Employer:
National Treasury

Location:
Gauteng (Pta)

Salary:
ZAR289761 - ZAR289761 PA

Benefits:
Salary: R289 761 per annum (excluding benefits)


Role details:
Accelerate your career in this progressive and dynamic environment, whilst contributing to the growth of our country.

Division: Corporate Services

ICT Service Desk Agent

Salary: R289 761 per annum (excluding benefits) (Ref. SOOS/2016)

Pretoria
- - - - - - - - - - - - - -
Purpose:

To serve as a single point of contact (SPOC) within the National Treasury, be responsible for the user experience of ICT services, and handle incidents and service requests that interface with National Treasury business to deliver a quality service.

Requirements:

- Degree/National Diploma in Information Technology coupled with ITIL Foundation certification
- MCP/MCSE/ A+ or N+ qualification will be an added advantage
- 2-3 years' experience in an Information & Communication Technology environment
- Knowledge of databases and the initiation of amendments to the status customers
- Ability to comprehend, absorb and capture the interpretation of basic information for implementation.

Key outputs:

- Understand the customer and their respective business processes, being always mindful of the CS ICT vision of service excellence
- Drive actions leading to improvement of customer satisfaction
- Follow up on surveys completed by customers and evaluation of randomly logged calls
- Take the extra time on every call to make sure your customer's questions are answered, and set realistic expectations
- Inform team members of major incidents or outages in the ICT environment
- Communicate clearly and frequently to users concerning open calls (service requests and incidents), always quoting the HEAT call number in any written correspondence
- Use functional escalation to Infrastructure/Network team for incidents that have defined priorities and where specialised skill sets demand it
- Log all incidents and service requests through the Service Desk tool (HEAT)
- Route, track and escalate all calls against SLA, conduct trend analysis and prepare monthly reports • Research questions using available information resources resolving incidents speedily and promptly
- Provide a monthly performance report on all ICT HEAT calls received and handled by the call centre

The National Treasury is an equal opportunity employer and encourages applications from women and people with disabilities in particular. Our buildings are accessible to people with disabilities.

Applications should be accompanied by a comprehensive CV and originally certified copies of qualifications and ID, and forwarded, quoting the relevant reference number and the name of the publication in which you saw this advertisement, to the Recruitment Administrator: National Treasury, Private Bag X115, Pretoria 0001 or e-mail: recruit.cs@treasury.gov.za

Closing date: 5 February 2016 at 12:00. No late applications will be accepted.

Qualifications and SA citizenship checks will be conducted on all short-listed candidates and, where applicable, additional checks will be conducted. It is the applicant’s responsibility to have foreign qualifications evaluated by the South African Qualifications Authority (SAQA).

If you have not received feedback from the National Treasury within 1 month of the closing date, please regard your application as unsuccessful.



 
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