PURPOSE OF THE POSITION

Provide an information communication technology installation, maintenance, and support function to NWU users and stakeholders to support their business functions. The responsibilities include:

• Timely and effective processing and resolution of information technology, audio-visual, electronics, and telecommunication incidents, problems, and requests following agreed procedures.
• Co-ordination of rapid and appropriate responses for complex problem resolution requiring escalation.
• Providing advice on both new and established systems.
• Conducting trend analysis of series data to determine common occurrences and recurring issues.
• Determining the absolute cause of problems by either recreating the issues in a test environment or reviewing system design.
• Acts as liaison between users and information technology department on problem areas, managing client expectations.

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.
• Monitor progress of escalated tickets to ensure resolution by assigned agent within service level.
• Manage incident until completion.
• Identify recurring incidents by conducting trend analysis.

Infrastructure Support: 

• Assist with the investigation and resolution of hardware, software, and network problems within service level by applying applicable process.
• Install, support, and maintain IT infrastructure as assigned by applying applicable process and ensuring agreed availability.
• Build and cast images by applying the applicable process and ensuring agreed availability.
• Execute hardware replacement strategy as assigned by applying the applicable process.
• 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

Client Liaison: 

• Update the user on the progress and status of tickets.
• Provide advice on IT policy, guidelines, procedures, and systems.
• Provide basic 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 on service requests as required.
• Do quality control by applying applicable processes.
• Represent IT on-site to inspect services provided by external parties.
• Comply with general NWU responsibilities for staff.

Projects: 

• Participate in projects in an assigned role ensuring successful completion of the project.

• A Diploma (NQF level 6) in Information Technology or applicable area.
• A minimum of three (3) years’ experience in hardware architecture and assembly.
• A minimum of three (3) years’ application support experience.
• A minimum of three (3) years’ experience in network infrastructure support.  

• An IT certificate with specialisation in ITIL, A ; N , Electronics, Audio/Video.
• A minimum of two (2) years’ stakeholder management experience.

KEY FUNCTIONAL/ TECHNICAL COMPETENCIES:

• Broad knowledge of standard software programs (e.g., MS Office, Windows Operating Systems, Email, and Internet) and information communication technology.
• Trained in health and safety regarding work standards, working on heights and electronics work environment.
• Expertise in the field of computer hardware, software, and operating systems.
• Have a valid code 8 RSA driver’s license.

KEY BEHAVIOURAL COMPETENCIES:

• Ability to manage time effectively.
• Adapt to diverse organizational environments.
• Ability to maintain strict confidentiality in performing duties.

REMUNERATION

The annual total remuneration package will be commensurate with the level of appointment as advertised and in line with the NWU policy guidelines. 

ENQUIRIES REGADING JOB CONTENT MAY BE DIRECTED TO:              Mr. Thys Snyman, Tel No: 018 285-5020

ENQUIRIES REGARDING RECRUITMENT PROCESS MAY BE DIRECTED TO:    Mr. Rabs Diratsagae, Tel No: 018 299-4797

CLOSING DATE:                                                                                                09 February 2025

COMMENCEMENT OF DUTIES:                                                                        As soon as possible 

Kindly take note: applications may only 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 the Employment Equity Act and is committed to transformation. Preference will be given to candidates from the designated groups, in accordance with the principles of the aforementioned 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.