IT Helpdesk Agent at City of Tshwane
City of Tshwane
October 23, 2026
Full-time
On-site
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
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