RESPONSIBILITIES:<\/p>\n
The successful candidate\u2019s responsibilities will include, but are not limited to:<\/p>\n
Service excellence and support:<\/p>\n
\tProvide first contact support to users with all IT-related problems, including a first contact resolution telephonically or remotely where possible;\u00a0
\n\tAnalyse, diagnose and resolve technical problems, or escalate to the relevant support group or vendor;\u00a0
\n\tRecord incidents and service requests on the Enterprise Service Management (ESM) platform;
\n\tTroubleshoot, document actions, and escalate\/close out incident or service request;\u00a0
\n\tServe all channels used by the users, such as telephone, email, virtual agent, and Enterprise Service Management (ESM);\u00a0
\n\tManage user expectations with regard to the expected Service Level Agreement (SLA);\u00a0
\n\tCreate and maintain knowledge articles;\u00a0
\n\tMonitor incidents and service requests from when they are reported until they are finalised;
\n\tPropose updates and additions to the dynamic Service Catalogue;\u00a0
\n\tStay abreast of societal and environmental issues relevant to the ITS Help Desk;\u00a0
\n\tAdhere to policies and support the University\u2019s security policies\/requirements;\u00a0
\n\tManage and escalate compliments and complaints relating to ITS service delivery;\u00a0
\n\tExecute activities which assist in the implementation of the ITS Helpdesk goals that align with ITS\u2019 and the University\u2019s objectives;\u00a0<\/p>\n
Service enhancement and quality:<\/p>\n
\tProvide quantified feedback and updates on incidents and service requests on the ESM platform;\u00a0
\n\tManage problem-solving processes transparently through regular stakeholder feedback to promote engagement and trust between ITS and stakeholders;\u00a0
\n\tManage the resolution of first-line support incidents and service requests directed to the Helpdesk;\u00a0
\n\tPrioritise business needs while providing customers with the best possible service using the relevant tools to ensure service delivery;\u00a0
\n\tAdhere to SLA\u2019s;\u00a0<\/p>\n
Knowledge sharing and engagement:<\/p>\n
\tProvide assistance to the Help Desk Analysts on UP departmental and academic functions;\u00a0
\n\tLiaise with the Help Desk Analyst on internal standard operating procedures and processes;\u00a0
\n\tProvide guidance and information to users as required, and contribute to the development of training documents;\u00a0
\n\tParticipate and facilitate on-the-job training, and contribute to and participate in projects;\u00a0
\n\tContribute and review knowledge-sharing articles;
\n\tLiaise and collaborate with other ITS teams to resolve complex issues;\u00a0
\n\tContribute to the updating of SLA\u2019s in line with technology changes and updates, as required;\u00a0
\n\tIdentify trends and recurring issues and make recommendations for improvements;\u00a0<\/p>\n
Cyber and Information Security support:<\/p>\n
\tPartake in critical ITS Cyber and Information Security prevention activities;\u00a0
\n\tIdentify changing trends related to security issues, and coordinate the resolution of threats identified by users;\u00a0
\n\tAdvise users of threats and how to mitigate them, and implement the required measures to contain threats in collaboration with the ITS Security virtual team;
\n\tAdhere to and enforce security guidelines.\u00a0<\/p>\n
MINIMUM REQUIREMENTS:<\/p>\n
\tA relevant three-year National Diploma \/ NQF level 6 qualification, with<\/p>\n
A total of three years\u2019 experience in:<\/p>\n
\tIT Service Desk environment;\u00a0
\n\tSoftware and hardware troubleshooting;
\n\tWorking on a service management tool\/platform;
\n\tA+ certified;
\n\tITIL v4 Foundation certified;
\n\tSDI SDA certification;\u00a0<\/p>\n
OR<\/p>\n
\tGrade 12, with<\/p>\n
A total of five years\u2019 experience in:<\/p>\n
\tIT Service Desk environment;\u00a0
\n\tSoftware and hardware troubleshooting;\u00a0
\n\tWorking on a Service management tool\/platform;\u00a0
\n\tA+ certified;
\n\tITIL v4 Foundation certified;
\n\tSDI SDA certification.<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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