Head: Student Support V000009 (Readvertisement)
Listing reference: nwu_002293
Listing status: Under Review
Apply by: 19 January 2024
Position summary
Industry: Education & Training
Job category: Others: Education and Training
Location: Vanderbijlpark
Contract: Permanent
Remuneration: The annual total remuneration package will be commensurate with the level of appointment as advertised and in line with the NWU policy guidelines.
Introduction
NORTH-WEST UNIVERSITY: (VANDERBIJLPARK CAMPUS)
DIVISION: DVC CAMPUS OPERATIONS
DEPARTMENT: INFORMATION TECHNOLOGY
POSITION NUMBER: V000009
POSITION NAME: HEAD: STUDENT SUPPORT
PEROMNES GRADE: P8
EMPLOYMENT TYPE: PERMANENT APPOINTMENT
Applicants who previously applied do not need to re-apply.
Job description
PURPOSE OF THE POSITION
To supervise the IT Student Support Services and IT Technical Support Services ensuring achievement student related IT goals.
KEY RESPONSIBILITIES:
IT Service Delivery Management
- Assist with daily operation tasks when workload is high or where additional experience is required.
- Monitor & track turnaround time for incidents submitted, interpersonal communication with users, accuracy of technical assistance provided and application of the Incident Management Process.
- Resolve all assigned incidents and service requests within service level.
- Monitor and track reported problems, accuracy of workarounds and permanent solutions.
- Oversee root-cause analysis.
Infrastructure Support
- Implement image management strategy ensuring application of appropriate procedure and successful completion.
- Administer assigned IT systems.
- Coordinate support and maintenance of computer and lecture room IT infrastructure as per schedule ensuring 100% availability.
- Implement Health and Safety recommendation in Computer rooms to ensure compliance with Occupational Health and Safety Standards.
- Monitor and evaluate utilisation of IT Student Services to ensure optimised utilisation.
Staff Supervision
- Plan, coordinate and supervise work assignments and workloads for staff ensuring adherence to departmental policy and procedures.
- Manage staffing schedules to ensure appropriate staffing and skill levels throughout operational hours.
- Monitor staff performance and conduct performance reviews as scheduled.
- Advise on staff training requirements and where required arrange training and awareness sessions.
- Coordinate implementation of staff personal development plans.
- Orient and train staff on routine functions and activities.
- Provide appropriate coaching and guidance of staff.
- Conduct staff meetings to brief staff on current developments and manage staff relations.
Administration
- Manage external suppliers to ensure successful delivery of products and services by applying the applicable process.
- Produce management reports on Student Support Services' activities, performance and issues.
- Monitor and recommend improvements to workflow, processes, goals and procedures in order to continually improve quality of customer service and technical support provided.
- Market and communicate to users to keep them informed and promote the use of IT services by applying relevant communication procedure.
- Monitor and evaluate customer service and feedback and ensure no less than 90% customer satisfaction.
- Monitor and evaluate updating of IT registers (e.g., Asset register) and systems ensuring accuracy.
- Represent IT Student Support Services at meetings.
- Comply with general NWU responsibilities for staff.
Projects
- Plan, coordinate and supervise execution of IT Student Support and IT Technical Support projects ensuring successful completion of the projects.
- Performs special projects and related work as required.
Minimum requirements
- A bachelor's degree in Information Technology or equivalent (NQF level 7).
- A minimum of 4 (four) years’ experience in Information Technology.
- A minimum of 2 (two) years’ supervisory experience.
- Experience in a university environment.
ADDED ADVANTAGES:
- Audio Visual certification.
- IT Service Management certification.
- Project Management certification.
KEY FUNCTIONAL/ TECHNICAL COMPETENCIES:
- Supervision or coordinating the work of others.
- Computer hardware, software, audio visual, cameras, access control and network architecture.
- Desktop applications such as MS Office, email.
- IT Service Management and business/IT relation awareness.
KEY BEHAVIOURAL COMPETENCIES:
- Effective verbal, written, presentation and listening.
- Customer service.
- Analytical and problem-solving skills.
- Interpersonal skills.
- Ability to work at all levels of business.
- Time management skills.
- Able to maintain strict confidentiality performing duties.
- Work independently and as part of a team.
- Adapt to diverse organisational environments.
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 REGARDING JOB CONTENT MAY BE DIRECTED TO: Mrs Shamla Naidoo on 016 910 3320
ENQUIRIES REGARDING RECRUITMENT PROCESS MAY BE DIRECTED TO: Ms Moratuwa Motsemme on 018 299 4958
CLOSING DATE: 19 January 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.
