SSDD071-2026 IT HELPDESK AGENT (8 POSITIONS) (TWO-YEAR FIXED-TERM CONTRACT)

DEPARTMENT: SHARED SERVICES

Division: ICT Governance, Applications and Infrastructure Management

Section: ICT Service Delivery

Subsection: ICT Service Desk

Location: Pretoria Central

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Reference number

SSDD071-2026

Position

IT HELPDESK AGENT (8 POSITIONS) (TWO-YEAR FIXED-TERM CONTRACT)

To be advertised

Internal

External

This position seeks to attract

African female

African male

Coloured female

Coloured male

Indian female

Indian male

White female

White male

Person with disability

All categories

Job level

T9

Scale

R346 536,00 – R481 284,00 per annum

Estimated

remuneration package

R481 284,00 – R644 519,00 per annum

Job purpose

To provide first-line IT support to customers and to escalate to second-line support staff in order to enhance user productivity throughout the City of Tshwane

Appointment

requirements

An appropriate three-year career-related tertiary qualification (degree or national diploma) in Information Technology, Computer Science or any other ICT related study field

CompTIA A+ Certification

At least two years’ experience in an ICT Service Desk/Help Desk environment

Must undergo a criminal record check and such a person shall allow their fingerprints to be taken by the Tshwane Metro Police Department at own cost

Personal attributes

and/or competencies

Oral communication skills; information strategy skills; data conversion ability; user support skills; communication skills; cognitive ability

Primary functions

Log incidences and service requests from internal customers

Escalate incidents to service providers, second line support and other sections

Follow up on incidents and services

Close incidents and services by ensuring that all information is captured

Communicate and give feedback to customers regarding the progress of incidents and service requests

Ensure customer satisfaction through telephone assistance

Work directly with customers, end users or vendors to answer technical questions and resolve problems

Gather information, use independent judgement and escalate complex problems to the appropriate service department

Escalate to management when appropriate service-level agreements are not met

SAP

S70103540; S70103541; S70103542; S70103543; S70103544; S70103545;

S70103546; S70103547

New/natural attrition

New

Enquiries

Olivia Matjila (012 358 6018) or F Seeta (012 358 2459)