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 Re-advertisement 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)