The North-West Office of the Premier is currently seeking a dedicated and skilled IT Call Centre Operator to join their team. This pivotal role is designed to enhance the efficiency and effectiveness of ICT customer care services within the North-West Provincial Government.

Located in Mmabatho, this position offers a competitive salary and the opportunity to make a significant impact in the realm of public service.

About the IT Call Centre Operator Vacancy

  • POST 17/80: IT CALL CENTRE OPERATOR
  • Reference No: NWP/OOP/2024/05
  • Salary: R216 417 per annum (Level 05)
  • Centre: Mmabatho

Requirements:

  • Education: Three-year appropriate tertiary qualification in IT at a minimum NQF level 6.
  • Experience: Minimum of 2 years’ experience in an ICT environment, of which 1 year should be in ICT customer care services.
  • Additional Qualifications: ITIL Foundation / A+ / N+ will be an added advantage.

Knowledge, Skills, and Competencies:

To excel as an IT Call Centre Operator at the North-West Office of the Premier, candidates must possess a robust set of knowledge, skills, and competencies. This role demands a well-rounded individual capable of handling a variety of tasks and interacting with diverse groups of people.

Below are the detailed requirements:

  • Good Verbal and Written Communication Skills: Clear and effective communication is essential for accurately understanding and addressing user issues. The ability to articulate solutions and instructions in a way that is easily understood by non-technical users is crucial.
  • Active Listening: Understanding the user’s problem thoroughly before providing a solution ensures accuracy and efficiency in problem resolution.
  • Excellent Customer Relations Skills: Providing a positive customer experience is key. Candidates must be empathetic, patient, and courteous, demonstrating a genuine willingness to assist users.
  • Telephone Etiquette: Professionalism and politeness over the phone are essential, as this is often the first interaction users will have with the support team. A calm and friendly demeanor helps to reassure users that their issues are being taken seriously.
  • Proficiency in Computer Skills: Strong familiarity with various operating systems, software applications, and basic hardware troubleshooting is necessary to resolve user issues efficiently.
  • Problem-Solving: Analytical skills to diagnose and solve ICT problems quickly and effectively. This includes the ability to prioritize issues based on their impact on business operations.
  • ICT Incident Management: Understanding of incident management frameworks and best practices to ensure that all incidents are logged, managed, and resolved in a timely manner.
  • Strong Interpersonal Skills: The ability to interact well with colleagues, supervisors, and users is critical. Building rapport with users can lead to more effective communication and quicker resolution of issues.
  • Ability to Take Initiatives and Work Independently: While being a team player is important, the ability to independently handle tasks and make decisions when necessary is equally valuable. This includes taking ownership of user problems and seeing them through to resolution.
  • Desktop Support: Experience with troubleshooting desktop issues, including software installations, network connectivity, and peripheral device management.
  • Information Systems: A good understanding of various information systems used within the organization to ensure seamless support and integration.
  • Batho Pele Principles: Knowledge of these principles is crucial as they underpin the public service ethos in South Africa. The principles include ensuring courtesy, transparency, and value for money in the delivery of public services, which are fundamental to maintaining high standards of customer care.

Duties:

  • Render efficient and effective ICT customer care services to all users in North-West Provincial Government.
  • Serve as the first point of contact for customers over the phone, email, and walk-ins.
  • Log and close all user requests, problems, and incidents on the Information Technology Service Management system.
  • Prioritize, categorize, and allocate incidents according to the identified impact and urgency to the business.
  • Provide users with reference numbers for their incidents.
  • Allocate calls to the relevant 2nd and 3rd line support groups.
  • Update user details on the system.
  • Provide 1st line assistance/resolution over the telephone or remotely.
  • Maintain service standards according to established policies, procedures, and best practices to ensure high levels of customer satisfaction.
  • Escalate problems/incidents in the system to other support areas and track activities related to the incident.
  • Follow up with users on requests with incomplete details.
  • Follow up with technical support teams on non-attended incidents and actions taken on incidents.
  • Provide feedback to users on the status of their logged incidents.
  • Regularly update the call logging system to ensure accurate recordkeeping.
  • Contact users to confirm service delivery/customer satisfaction.
  • Perform any other related tasks as requested by the supervisor.
  • Prepare monthly reports.

How to Apply

  • To apply for this position, interested candidates must submit their applications to the provided email address.
  • Make sure to include a detailed CV and a cover letter highlighting your qualifications, experience, and why you are the ideal candidate for this role.
  • Contact Person: Mr. G.P Kotu
  • Telephone Number: (018) 388 1013
  • E-Mail: ooprecruitment4@nwpg.gov.za
  • Application form: Download Z83 Application Form

This job opportunity as an IT Call Centre Operator is an excellent chance for individuals with a strong background in IT and customer care to join the North-West Provincial Government. If you meet the requirements and possess the necessary skills and competencies, don’t hesitate to apply.

This role not only offers a competitive salary but also the chance to make a significant impact by ensuring efficient and effective ICT customer care services.

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