Service Desk Agents: Maintenance: Systems Operations (Head Office and Regions)

About the role

The Department of Public Works and Infrastructure is offering 18 internships in Service Desk Agents: Maintenance: Systems Operations (Head Office and Regions), based in Head Office (Pretoria) and Regional Offices). The stipend is R237,453 a year. Job Purpose: To intercept and capture department’s internal and external clients’ requests and complaints received and provide first line support and routing them to both to ICT and Business units. How to apply: Applications for the position of Service Desk Agents: Maintenance: Systems Operations must be emailed to: Recruitment26-81@dpw.gov.za Reference number to quote: 2026/366 Closing date: 30 October 2026 at 16H00 Use the new Z83 form and attach a detailed CV.

Responsibilities

• Answer and/or make calls (inbound and/or outbound) and respond to emails.
• Handle customer (internal & external) inquiries both telephonically and by email.
• Research required information by clients (internal/external) using available resources.
• Manage and resolve customer (internal & external) complaints/queries/FM service requests, IT related faults etc. Enter and update new customer information into appropriate systems.
• Process orders, forms, applications and calls on relevant systems.
• Identify and escalate priority issues/queries according to available Call Centre and Facility Management business processes.
• Assign or route calls to appropriate resource and/or in line with the Call Centre call logging process.
• Follow up customer calls where necessary and update customers accordingly.
• Update all call information on relevant systems according to Call Centre standard operating procedures.
• Complete and/or close call logged on system as well as update with appropriate comments.
• Maintain and improve Service Level Agreement.
• Conduct customer service surveys.
• ENQUIRES: Ms L Skhosana Tel No: (012) 406 1286.

Requirements

• A minimum Senior Certificate/Grade 12/equivalent NQF Level 4 qualification.
• A relevant exposure in a customer service, ICT or Facilities Management environment.
• Training on Telephone etiquette, Customer service and PFMA will be added advantage.
• Computer skills such as an understanding of Ms Word, Excel, Internet browsing, tasking and email.
• Good verbal and written communication and listening skills.
• Typing skills with knowledge of Call Logging systems.
• The candidates should be prepared to work 24/7 shifts, including weekends and holidays.