ICT Helpdesk Administrator

National Development Agency - Parktown, Johannesburg, Gauteng

Full-Time | IT

Closing date yi 4th ka July 2022

Purpose

  • The ICT Helpdesk is primarily responsible for providing a single point of contact to the NDA for Information and Communication Technology (ICT) services. In addition, the post also provides incident management and first line support to NDA employees.

Requirements

  • Grade 12/ Matric Certificate;
  • CompTIA A+ certification;
  • Minimum of 2-years IT Helpdesk and technical support; and
  • Basic experience in remote customer support.

Skills & Competencies

  • Information Technology Infrastructure Library (ITIL) Foundation
  • Knowledge of IT Basics or concepts
  • Working knowledge of fundamental operations of relevant software, hardware and other equipment
  • Knowledge of relevant call tracking applications
  • Related experience and training in troubleshooting and providing help desk support
  • Good communication skills
  • Problem-solving
  • Customer service orientation
  • Attention to detail
  • Confidentiality

Responsibilities

Helpdesk Support:

  • Receive and redirect calls/incidents to correct IT Specialist (Networks, Systems, Application and Desktop).
  • Diagnose and resolve first line technical hardware and software issues.
  • Identify and escalate situations requiring urgent attention.
  • Track and route problems/requests and document resolutions.
  • Prepare activity reports on all calls logged.
  • Keep abreast with systems information, changes and updates.
  • Provide a single point of contact to the NDA for information technology related services.
  • Advise users on appropriate action relating to desktop challenges.
  • Follow standard help desk procedures.
  • Assist end users via telephone, email or trouble ticket enquiries to resolve or escalate IT issues and services.
  • Monitor and respond to requests received through the IT helpdesk.
  • Utilize and maintain the helpdesk tracking software (call logging system).
  • Update the internal knowledgebase with issue resolution details.
  • Assist the IT Specialist: Support Services to compile IT Service Reports.
  • Act as a liaison between customers and technical escalation teams.

Administration support:

  • Assist with on-boarding of new users and exits.
  • Perform general clerical duties to include but not limited to photocopying, faxing, mailing and filing for all Sub-Unit functions.
  • Assist with the management of ICT Assets.
  • Maintain inventory of all hardware and software licenses.
  • Assist co-workers with computer systems operations including setup of new computers, maintenance; hardware purchasing, shipping, receiving; and hardware/software installations.

Additional Information

  • A detailed Curriculum Vitae (CV), with three references and a fully completed application for employment form obtainable on www.nda.org.za and must be emailed.
  • Correspondence will be limited to shortlisted candidates only.
  • Preference will be given to candidates whose appointment will promote the NDA Employment Equity targets.
  • Use the job reference as a subject line (heading of the email application) e.g. Reference No.: 2022ICTHA1.
  • An email without the reference number as a subject/heading will be disqualified.
  • Please ensure that the reference number is written the same way as in the advert.
  • Failure to submit a detailed CV, fully completed application form and comply with the application instructions above will result in the disqualification of your application.
  • For enquiries regarding these positions, please contact Ms Nonhlanhla Zulu, tel. 011 018 5523.
  • Should you not be contacted within two months of the closing date of this advert, please consider your application as unsuccessful.
  • All candidates will be subjected to personnel suitability checks, qualification verification and competency assessment where required.
  • Should you not be contacted within two months of the closing date of this advert, please consider your application as unsuccessful.
  • All candidates will be subjected to personnel suitability checks, qualification verification and competency assessment where required.

Ref No

  • 2022ICTHA1

Salary

  • R383 268.84 per annum (TCOE) Grade 11

Application Form

Download Full Vacancy

Aplaya nge Email

Lo msebenzi ufakwe ngu Tebuho Moshoeshoe nge 22 ka June 2022