INFORMATION TECHNOLOGY P000131
Listing reference: nwu_000439
Listing status: Under Review
Apply by: 16 February 2022
Position summary
Industry: Education & Training
Job category: Admin, Office Support and Services
Location: North West
Contract: Permanent
Remuneration: Market Related
Introduction
NORTH-WEST UNIVERSITY (POTCHEFSTROOM CAMPUS)
FACULTY/ DIVISION: INFORMATION TECHNOLOGY
POSITION NUMBER: P000131
VACANCY: IT ASSISTANT
PEROMNES GRADE: P13
EMPLOYMENT TYPE: PERMANENT
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 basic information technology and telecommunication incidents, problems and requests following agreed procedures
• timely escalation of complex problems to appropriate support team for resolution and monitor status of ticket until resolution.
• providing informal training on services when required.
• liaising with clients on status of tickets; Ensuring Service levels are met within the IT computer labs
Job description
1. INCIDENT, PROBLEM AND REQUEST MANAGEMENT:
· Log, analyse, investigate, escalate, monitor, track, resolve, and close basic 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 for resolution.
· Monitor progress of escalated tickets to ensure resolution by assigned agent within service level
2. INFRASTRUCTURE SUPPORT:
· Install, support and maintain IT infrastructure as assigned by applying applicable process and ensuring agreed quality
· Carry-out system checks routinely 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
3. CLIENT LIAISON:
· Update user on progress and status of ticket
· Provide advice on IT policy, guidelines, procedures, and systems
· Provide informal training on services when required
· Market IT services on one-to-one basis.
· Handle general IT queries
4. ADMINISTRATION:
· Keep relevant IT documents and systems up to date
· Comply with general NWU responsibilities for staff
· Carry-out health and safety checks in assigned spaces weekly and coordinate resolution of identified health and safety threats within service level.
5. PROJECTS:
· Participate in projects in assigned role ensuring successful completion of the project
Minimum requirements
· Grade 12 is essential.
· IT Certificate (A ; N ; ) is essential.
· Diploma in Information technology or applicable is desirable.
· 1 year experience in Hardware architecture and assembly is essential
· 1 year experience in Software support is essential
· 1 year experience in Network support is essential
· 1 year experience in Service desk support is desirable
· Broad knowledge of standard software programs (e.g., MS Office, Windows Operating Systems, Email, and internet) and information communication technology
KEY FUNCTIONAL/ TECHNICAL COMPETENCIES:
· Broad knowledge of standard software programs (e.g., MS Office, Windows Operating Systems, Email, and internet) and information communication technology
· Have a valid code 8 RSA driver’s license
· Ability to develop good relations
· Ability to work under pressure and maintain professionalism
· Have good telephone ethics and communication skills
· Ability to work well in a team environment
KEY BEHAVIOURAL COMPETENCIES:
· Ability to manage time effectively
· Adapt to diverse organisational environments
· Ability to maintain strict confidentiality in performing duties
ENQUIRIES REGARDING JOB CONTENT MAY BE DIRECTED TO: Mr T Snyman
ENQUIRIES REGARDING RECRUITMENT PROCESS MAY BE DIRECTED TO: Mr Rabs Diratsagae - 018 299 4797
CLOSING DATE: 16 February 2022
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.
