University of Pretoria/Universiteit van Pretoria
RESPONSIBILITIES:
The successful candidate’s responsibilities will include, but are not limited to:
Service excellence and support:
Provide first contact support to users with all IT-related problems, including a first contact resolution telephonically or remotely where possible;
Analyse, diagnose and resolve technical problems, or escalate to the relevant support group or vendor;
Record incidents and service requests on the Enterprise Service Management (ESM) platform;
Troubleshoot, document actions, and escalate/close out incident or service request;
Serve all channels used by the users, such as telephone, email, virtual agent, and Enterprise Service Management (ESM);
Manage user expectations with regard to the expected Service Level Agreement (SLA);
Create and maintain knowledge articles;
Monitor incidents and service requests from when they are reported until they are finalised;
Propose updates and additions to the dynamic Service Catalogue;
Stay abreast of societal and environmental issues relevant to the ITS Help Desk;
Adhere to policies and support the University’s security policies/requirements;
Manage and escalate compliments and complaints relating to ITS service delivery;
Execute activities which assist in the implementation of the ITS Helpdesk goals that align with ITS’ and the University’s objectives;
Service enhancement and quality:
Provide quantified feedback and updates on incidents and service requests on the ESM platform;
Manage problem-solving processes transparently through regular stakeholder feedback to promote engagement and trust between ITS and stakeholders;
Manage the resolution of first-line support incidents and service requests directed to the Helpdesk;
Prioritise business needs while providing customers with the best possible service using the relevant tools to ensure service delivery;
Adhere to SLA’s;
Knowledge sharing and engagement:
Provide assistance to the Help Desk Analysts on UP departmental and academic functions;
Liaise with the Help Desk Analyst on internal standard operating procedures and processes;
Provide guidance and information to users as required, and contribute to the development of training documents;
Participate and facilitate on-the-job training, and contribute to and participate in projects;
Contribute and review knowledge-sharing articles;
Liaise and collaborate with other ITS teams to resolve complex issues;
Contribute to the updating of SLA’s in line with technology changes and updates, as required;
Identify trends and recurring issues and make recommendations for improvements;
Cyber and Information Security support:
Partake in critical ITS Cyber and Information Security prevention activities;
Identify changing trends related to security issues, and coordinate the resolution of threats identified by users;
Advise users of threats and how to mitigate them, and implement the required measures to contain threats in collaboration with the ITS Security virtual team;
Adhere to and enforce security guidelines.
MINIMUM REQUIREMENTS:
A relevant three-year National Diploma / NQF level 6 qualification, with
A total of three years’ experience in:
IT Service Desk environment;
Software and hardware troubleshooting;
Working on a service management tool/platform;
A+ certified;
ITIL v4 Foundation certified;
SDI SDA certification;
OR
Grade 12, with
A total of five years’ experience in:
IT Service Desk environment;
Software and hardware troubleshooting;
Working on a Service management tool/platform;
A+ certified;
ITIL v4 Foundation certified;
SDI SDA certification.
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