Department of Public Works and Infrastructure | DPSA Circular 37 of 2026

Department of Public Works and Infrastructure | DPSA Circular 37 of 2026

The Department of Public Works and Infrastructure (DPWI) is inviting applications from suitably qualified candidates for 18 Service Desk Agent vacancies in its Maintenance: Systems Operations division. These government positions are available at the department’s Head Office in Pretoria and regional offices.

Applicants with a Grade 12 certificate or equivalent NQF Level 4 qualification, together with relevant exposure to customer service, Information and Communication Technology (ICT), or facilities management, are encouraged to apply.

The successful candidates will provide first-line assistance to internal and external clients, manage service requests, record complaints, and direct technical and maintenance queries to the relevant departmental units.

Job Overview

The closing date has been cross-checked against published listings for DPSA Circular 37 of 2026.

GPG Vacancies

+2

Job Description

The Department of Public Works and Infrastructure is recruiting 18 Service Desk Agents to assist with its daily service desk operations.

The main purpose of these positions is to receive, record, and respond to requests and complaints submitted by internal departmental employees and external clients.

Service Desk Agents will serve as the first point of contact for clients who require assistance with ICT-related problems, facilities management requests, maintenance enquiries, and other departmental service issues.

Successful applicants will be responsible for logging requests accurately, providing initial support, and ensuring that unresolved matters are referred to the appropriate ICT or business units.

The positions require individuals who can communicate professionally, work effectively under pressure, manage several requests, and maintain accurate records.

Candidates must also be willing to work rotational shifts covering 24 hours a day, seven days a week, including weekends and public holidays.

Minimum Requirements

Applicants must meet the following requirements:

• A minimum Senior Certificate (Grade 12) or equivalent NQF Level 4 qualification.
• Relevant exposure to a customer service, ICT, or facilities management environment.
• Basic computer literacy, including Microsoft Word, Microsoft Excel, internet browsing, and email.
• Good verbal and written communication skills.
• Strong listening skills and the ability to understand customer enquiries.
• Typing skills and knowledge of call-logging systems.
• Ability to manage multiple tasks and maintain accurate information.
• Willingness to work 24/7 shifts, including weekends and public holidays.

Additional advantages

Training in the following areas will be an added advantage:

• Telephone etiquette.
• Customer service.
• Public Finance Management Act (PFMA).

Important: The advertisement does not specify a minimum number of years of experience. However, relevant exposure to customer service, ICT, or facilities management is required.

Core Functions and Responsibilities

Successful applicants will perform the following duties:

1. Customer Service and Communication

• Answer incoming telephone calls and make outgoing calls when necessary.
• Respond professionally to customer emails and enquiries.
• Assist both internal and external departmental clients.
• Research and provide information requested by customers using available departmental resources.
• Handle and resolve customer complaints and general enquiries.
• Provide feedback and updates regarding outstanding service requests.

2. ICT and Facilities Management Support

• Receive and record ICT-related faults and technical problems.
• Assist with facilities management service requests.
• Identify enquiries that require urgent attention.
• Escalate priority complaints or faults according to departmental procedures.
• Refer unresolved matters to the appropriate ICT teams, facilities management personnel, or business units.
• Ensure service requests are directed to the correct officials or departments.

3. Call Logging and Data Capturing

• Capture new customer information on the appropriate departmental systems.
• Update existing customer records when necessary.
• Register enquiries and complaints through the approved call-logging systems.
• Process orders, forms, applications, and service requests using relevant systems.
• Allocate or route logged calls to the appropriate resources.
• Maintain complete and accurate records of interactions with customers.
• Record comments, feedback, and updates relating to individual requests.

4. Follow-Up and Service Delivery

• Follow up on customer requests that have not been resolved.
• Update clients about the progress of their enquiries.
• Complete and close resolved calls on the relevant systems.
• Ensure that closed service requests contain the necessary information and comments.
• Follow departmental standard operating procedures.
• Contribute towards maintaining and improving Service Level Agreement (SLA) performance.
• Conduct customer service surveys to assist in improving departmental services.

Skills and Competencies

The Department is looking for candidates who demonstrate professionalism, accuracy, and a strong commitment to service delivery.

Applicants should possess good interpersonal skills and be comfortable communicating with clients through telephone calls and email.

Attention to detail is particularly important because successful candidates will be required to capture complaints, update customer records, and record technical faults accurately.

The ability to remain calm when handling difficult enquiries, recognise urgent matters, and follow established procedures will be beneficial.

Candidates should also be comfortable using computers regularly and learning to operate departmental call-logging and service management systems.

How to Apply

download application form

New Z83 Application Form 2021Download

Applications for these Service Desk Agent vacancies must be submitted by email directly to the Department of Public Works and Infrastructure.

OFFICIAL APPLICATION EMAIL: Recruitment26-81@dpw.gov.za

Application Procedure

1. Download and complete the latest prescribed Z83 application form.
2. Prepare a detailed and updated Curriculum Vitae (CV).
3. Ensure that the Z83 form is correctly completed, signed, initialled and dated in accordance with the departmental instructions.
4. Include the position title and reference number 2026/366 in the email subject line.
5. Send the application documents to Recruitment26-81@dpw.gov.za before the closing date.

Applicants should submit the completed Z83 form and detailed CV. Certified copies of qualifications and other supporting documents are generally requested from shortlisted candidates rather than at the initial application stage, as stated in the published departmental application notes.

Enquiries

For enquiries regarding these positions, contact:

Contact Person: Ms L Skhosana

Telephone: (012) 406 1286

Closing Date

30 October 2026 at 16:00

Applicants are encouraged to submit their applications before the deadline. Late applications may not be considered.