Service Desk Agents: Maintenance — Systems Operations (18 Posts)

Government Job Opportunity at the Department of Public Works and Infrastructure | Pretoria and Regional Offices

The Department of Public Works and Infrastructure is inviting applications for 18 Service Desk Agents: Maintenance — Systems Operations positions based in Pretoria and regional offices. This opportunity is suitable for applicants with Grade 12 or an equivalent NQF Level 4 qualification, computer skills and relevant exposure to customer service, ICT or facilities management.

The successful candidates will assist with handling telephone calls, emails, client enquiries, complaints and service requests. They will be responsible for capturing information on relevant systems, processing requests, escalating urgent issues and keeping clients informed about the progress of their queries.

Applicants should have good communication skills, telephone etiquette, typing skills and the ability to work under pressure. Candidates must also be prepared to work shifts, including nights, weekends and public holidays.

Job Details

Category	Details
Job Title	Service Desk Agents: Maintenance — Systems Operations
Employer	Department of Public Works and Infrastructure
Location	Pretoria and regional offices
Number of Posts	18
Reference Number	2026/366
Post Number	37/76
Salary	R237,453 per annum
Minimum Qualification	Grade 12 or equivalent NQF Level 4
Relevant Exposure	Customer service, ICT or facilities management
Closing Date	30 October 2026
Application Method	Email

About the Opportunity

The Service Desk Agents: Maintenance — Systems Operations positions involve providing assistance to clients and internal staff by managing enquiries, complaints, technical faults and facilities-management requests.

Service desk employees help ensure that requests are recorded, directed to the appropriate teams and followed up until they are resolved or completed. The role requires effective communication, accurate record-keeping and the ability to prioritise urgent matters.

Successful candidates will use computer systems, telephone communication and email to manage requests and maintain service standards. This opportunity may appeal to applicants with customer-service experience or relevant exposure to ICT or facilities management.

The Department is recruiting 18 employees, making this an opportunity for multiple applicants who meet the minimum requirements.

Minimum Requirements

Applicants must meet the following requirements:

• Grade 12 or an equivalent NQF Level 4 qualification.
• Relevant exposure to customer service, ICT or facilities management.
• Computer skills, including Microsoft Word, Excel, internet browsing and email.
• Good telephone etiquette.
• Good typing skills.
• Good listening skills.
• Effective verbal and written communication skills.
• Willingness and ability to work shifts, including nights, weekends and public holidays.

The following will be an advantage:

• Customer-service training.
• Public Finance Management Act (PFMA) training.

Applicants should highlight any relevant customer-service, ICT or facilities-management exposure in their CVs.

Duties and Responsibilities

The successful candidates will be responsible for managing service requests, assisting clients and maintaining accurate records.

1. Handling Calls and Client Enquiries

Responsibilities include:

• Answering incoming telephone calls.
• Making outgoing calls when required.
• Responding to emails.
• Handling enquiries from internal staff and external clients.
• Researching information needed to resolve client queries.
• Providing appropriate assistance and information to clients.

2. Managing Complaints and Service Requests

The role involves receiving and handling different types of service-related issues.

Duties include:

• Handling client complaints.
• Managing IT faults and technical service requests.
• Recording facilities-management requests.
• Assisting with general service problems.
• Identifying urgent or priority issues that require escalation.
• Directing requests to the appropriate team for resolution.

3. Capturing Information and Processing Requests

Accurate information management is an important part of the position.

Responsibilities include:

• Capturing and updating client information on the relevant systems.
• Processing forms, orders and applications.
• Processing logged calls and service requests.
• Recording call details and updating case notes.
• Maintaining accurate information on the relevant systems.
• Closing completed calls and service cases.

4. Escalating and Routing Issues

Some requests may require assistance from specialised teams or business units.

Duties include:

• Escalating urgent or priority issues to the appropriate team.
• Routing calls and requests to the correct ICT or business unit.
• Ensuring that requests reach the relevant department for attention.
• Following the appropriate procedures when dealing with service problems.

5. Client Follow-Ups and Communication

The successful candidates must keep clients informed about the progress of their requests.

Responsibilities include:

• Following up with clients on outstanding matters.
• Providing updates about the progress of requests.
• Communicating clearly and professionally.
• Helping ensure that clients receive appropriate feedback.

6. Maintaining Service Standards

The role also supports service quality and performance monitoring.

Duties include:

• Helping maintain service-level standards.
• Conducting customer-service surveys.
• Keeping records of client interactions and service requests.
• Ensuring that calls and cases are handled appropriately.

Skills and Competencies

Applicants should demonstrate the following skills:

• Communication: Ability to communicate clearly with clients and colleagues.
• Customer service: Ability to handle enquiries and complaints professionally.
• Computer literacy: Knowledge of Microsoft Word, Excel, email and internet browsing.
• Telephone etiquette: Ability to handle incoming and outgoing calls professionally.
• Listening skills: Ability to understand client concerns and identify the information needed.
• Typing and data capturing: Ability to record information accurately.
• Problem-solving: Ability to research information and assist with resolving queries.
• Organisation: Ability to manage service requests and maintain accurate records.
• Teamwork: Ability to work with different teams and business units.
• Adaptability: Willingness to work shifts, including nights, weekends and public holidays.

Salary and Benefits

The advertised salary is R237,453 per annum.

The supplied vacancy information does not specify additional benefits included in the remuneration package.

How to Apply

Interested applicants should submit their applications by email to the address provided in the vacancy information.

Application email: Recruitment26-81@dpw.gov.za

Follow these steps when preparing your application:

1. Prepare an updated CV that clearly outlines your qualifications, relevant experience and computer skills.
2. Include your Grade 12 qualification or equivalent NQF Level 4 qualification, following the official advertisement’s document requirements.
3. Highlight any exposure to customer service, ICT or facilities management.
4. Include details of any customer-service or PFMA training, if applicable.
5. Ensure that your contact details are correct and that your application is complete.
6. Email your application to Recruitment26-81@dpw.gov.za before the closing date.

Important: The supplied vacancy information does not specify the complete list of supporting documents or a required email subject format. Check the official advertisement for any additional application instructions before submitting your application.

Important Information for Applicants

• There are 18 vacancies available.
• Applicants must have Grade 12 or an equivalent NQF Level 4 qualification.
• Relevant exposure to customer service, ICT or facilities management is required.
• Customer-service training and PFMA training will be advantages.
• Applicants must be willing to work shifts, including nights, weekends and public holidays.
• Ensure that your CV highlights the skills and experience relevant to the position.
• Confirm any additional application requirements in the official vacancy advertisement.

Enquiries

For questions about the vacancy, contact:

Contact Person: Ms L Skhosana
Telephone: 012 406 1286

Closing Date

Applications close on 30 October 2026.

Interested candidates should prepare their applications and submit them to the advertised email address before the deadline.

Vacancy summary: The Department of Public Works and Infrastructure is recruiting 18 Service Desk Agents: Maintenance — Systems Operations in Pretoria and regional offices. Applicants need Grade 12 or an equivalent NQF Level 4 qualification and relevant exposure to customer service, ICT or facilities management. Duties include handling calls and emails, managing complaints and service requests, capturing information, escalating urgent issues and following up with clients. The advertised salary is R237,453 per annum. Applications close on 30 October 2026.