NORTH-WEST UNIVERSITY (POTCHEFSTROOM CAMPUS)
DIVISION: SERVICE DESK
DEPARTMENT: INFORMATION TECHNOLOGY
POSITION NUMBER: P000049
POSITION: TEAM LEAD - IT SERVICE DESK
PEROMNES GRADE: P9
EMPLOYMENT TYPE: PERMANENT APPOINTMENT
Duties & Responsibilities
PURPOSE OF THE POSITION: Provide a Service Desk and information communication technology installation, maintenance and support function to NWU users to support their business functions. The responsibilities include:
- Timely and effective processing and resolution of all information technology and telecommunication incidents, problems and requests following agreed procedures.
- Coordinating the rapid and appropriate response for escalated higher-level problem resolution.
- Providing advice on both new and established systems.
- Conducting trend analysis of series data to determine common occurrences and recurring issues.
- Determining absolute cause of problems by either recreating the issues in a test environment or reviewing system design.
- Providing basic training for users when required.
- Acting as liaison between users and information technology department on problem areas, managing client expectations.
- Supervisory responsibilities.
KEY RESPONSIBILITIES:
- Service Desk and Incident Management: Log, analyse, investigate, escalate, monitor, track, resolve, and close complex incidents, problems and requests reported by telephone, request system, e-mail or walk-in, within service level and escalate to responsible agent where applicable by applying the Incident Management Process.
- Escalate complex problems to appropriate support team and coordinate rapid resolution thereof.
- Manage progress of escalated tickets to ensure resolution by assigned agent within service level.
- Manage incident until completion (Taking ownership of the incident or request throughout its life cycle from start to resolution).
- Identify recurring incidents by conducting trend analysis.
- Determine absolute cause of incidents by recreating the issues in test environment or reviewing system design.
- Manage daily operational tasks when workload is high or where additional experience is required.
- Maintain the balance between effectiveness, quality and user satisfaction.
- Infrastructure Support: Investigation and resolution of hardware and/or software network problems within service level and applying applicable process.
- Install, support and maintain IT infrastructure as assigned by applying applicable process and ensuring agreed availability.
- Implement image management strategy ensuring application of appropriate procedure and successful completion. Build and cast images as assigned, ensuring agreed availability.
- Coordinate and execute hardware replacement strategy.
- Execute routine system checks and backups as assigned.
- Monitor and report maintenance and support of 3rd Party supported systems and physical infrastructure in central IT spaces by applying applicable process, ensuring agreed availability, resolution within service level and adherence to Occupational Health and Safety Standards.
- Provide IT standby service as assigned.
- Human Resource Management: Manage staffing schedules to ensure appropriate staffing and skill levels throughout operational hours.
- Orient and train staff on routine functions and activities.
- Provide appropriate coaching and guidance of staff.
- Assist with recruitment processes.
- Assist with Job Descriptions and Personal Development Plans of IT Service Desk staff.
- Assist with Performance appraisals.
- Conduct staff meetings to brief staff on current developments and manage staff relations.
- Update users on progress and status of ticket.
- Provide advice on IT policy, guidelines, procedures and systems.
- Provide training on services when required.
- Administration: Keep relevant IT documents and systems up-to-date.
- Contribute to the development/reviewing of procedures, processes and standards.
- Liaise with identified external suppliers or contractors on service requests as assigned.
- Supervisory responsibilities.
- Comply with general NWU responsibilities for staff.
- Responsible for health and safety checks in IT Service Desk and coordinate resolution of identified health and safety threats within service level.
- Projects: Plan and participate in projects in assigned role ensuring successful completion of the project.
Desired Experience & Qualification
- A bachelor’s degree or an advanced diploma (NQF level 7) in Information Technology.
- A minimum of 6 years’ experience in hardware architecture and assembly; software and network support.
- A minimum of 4 years' experience in service desk support.
RECOMMENDATIONS / ADDED ADVANTAGES:
- A minimum of 2 years’ supervision experience.
KEY FUNCTIONAL/ TECHNICAL COMPETENCIES:
- In-depth knowledge of standard software programs (e.g. MS Office, Windows Operating Systems, Email and internet) and information communication technology.
- Broad knowledge of network operating systems.
- Broad knowledge on image management systems.
- In-depth knowledge of information communication technology.
- Have a valid and applicable RSA driver’s license.
- Have good telephone ethics and communication skills.
- Supervision or coordinating the work of others.
BEHAVIOURAL COMPETENCIES:
- Ability to manage time effectively.
- Adapt to diverse organisational environments.
- Ability to maintain strict confidentiality in performing duties.
- Ability to develop good relations with all stakeholders.
- Ability to work well in a team environment as well as independently.
- Ability to work under pressure and maintain professionalism.
REMUNERATION:
The annual total remuneration package will be commensurate with the level of appointment as advertised and in line with the NWU policy guidelines.
CLOSING DATE:
19 April 2024
PLANNED COMMENCEMENT OF DUTIES:
As soon as possible
Kindly take note: applications must be submitted online through the official NWU vacancy website. Incomplete applications and those submitted through any other platform will not be considered.
The University subscribes to and applies the principles of Employment Equity (EE) Act and is committed to transformation. Preference will be given to candidates from the designated groups, in accordance with the principles of the EE Act and NWU Employment Equity Plan. The University reserves the right not to make an appointment. Communication will be limited to shortlisted candidates only. If you are not contacted within two months from the closing date of this advertisement, please accept that your application was unsuccessful.
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