SERVICE DESK AGENTS: MAINTENANCE: SYSTEMS OPERATIONS (HEAD OFFICE AND REGIONS) (X18 POSTS)

This position offers an opportunity to join the Department of Public Works as one of eighteen Service Desk Agents within the Maintenance: Systems Operations unit, based either at Head Office in Pretoria or in one of the regional offices. The role is central to the department’s facility management and ICT support functions, acting as the first point of contact for internal and external customers who need assistance with maintenance-related service requests, IT faults, and general queries. Because the service desk operates around the clock, successful candidates must be willing to work shifts, including weekends and public holidays, to ensure continuous support for the department’s operations.

Applicants need a minimum Senior Certificate, Grade 12, or an equivalent NQF Level 4 qualification. Relevant exposure in a customer service, ICT, or facilities management environment is required, while additional training in telephone etiquette, customer service, and the Public Finance Management Act will be an advantage. Strong computer literacy is essential, including a working understanding of MS Word, Excel, internet browsing, tasking, and email. Candidates must also demonstrate good verbal and written communication skills, attentive listening, and typing proficiency, ideally with knowledge of call logging systems. These skills are necessary to handle a high volume of inbound and outbound calls, respond to emails, and accurately record all interactions on the relevant systems.

The core duties involve answering and making calls, responding to email enquiries, and handling customer complaints and service requests from both internal and external clients. Agents will research information using available resources, update customer details in the appropriate systems, and process orders, forms, applications, and calls. They must identify and escalate priority issues according to the call centre and facility management business processes, and route calls to the correct resource or team. Following up with customers is also important, as is updating call information and closing out logged calls with appropriate comments in line with standard operating procedures. Agents are expected to help maintain and improve the Service Level Agreement and conduct customer service surveys to monitor satisfaction.

Applications must be submitted on the prescribed Z83 form, fully completed and signed, along with a detailed CV. Certified copies of qualifications are not required at the application stage, but shortlisted candidates will need to provide them before the interview, and these must not be older than six months. It is important to use the correct version of the Z83 form, as incorrect or outdated forms will disqualify the application. Applicants applying for more than one post must submit separate forms and CVs for each. Shortlisted candidates should be prepared to undergo vetting and verification processes, and it is the applicant’s responsibility to have foreign qualifications evaluated by SAQA. Due to the expected volume of applications, only shortlisted candidates will be contacted; if no feedback is received within three months of the closing date, applicants should consider their application unsuccessful. Emailed applications must be submitted as a single PDF or one attachment and should not exceed 15MB.