IT Assistant (2 Positions)
Listing reference: nwu_001854
Listing status: Under Review
Apply by: 14 July 2023
Position summary
Industry: Education & Training
Job category: University and Academy
Location: Potchefstroom
Contract: Permanent
Remuneration: Market Related
Introduction
NORTH-WEST UNIVERSITY (POTCHFESTROOM CAMPUS)
DIVISION: INFORMATION TECHNOLOGY
DEPARTMENT: SERVICE DESK
POSITION NUMBER: P000132; P001565
POSITION: IT ASSISTANT (2 POSITIONS)
PEROMNES GRADE: P13
EMPLOYMENT TYPE: PERMANENT APPOINTMENT
NOTE: CANDIDATES WHO SUBMIT THEIR APPLICATION WITHOUT COMPLETING THE QUESTIONNAIRE WILL BE DISQUALIFIED.
Job description
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 the appropriate support team for resolution and monitor status of ticket until resolution;
- Providing informal training on services when required; and
- Liaising with clients on status of tickets; Ensuring Service levels are met within the IT computer labs.
KEY RESPONSIBILITIES:
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 processes 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 processes, 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(s)/logged fault(s).
· 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 the service level.
5. Projects:
· Participate in projects in assigned role ensuring successful completion of the project.
Minimum requirements
MINIMUM REQUIREMENTS:
· Grade 12 (NQF level 4).
· IT Certification (A or N ).
EXPERIENCE:
· A minimum of 1 year experience in hardware architecture and assembly.
· A minimum of 1 year experience in software support.
· A minimum of 1 year experience in network support.
RECOMMENDATION:
· A diploma (NQF level 6) in Information Technology.
· A minimum of 1 year experience in service desk support.
· NWU-related IT experience (current or historic)
KEY FUNCTIONAL/ TECHNICAL COMPETENCIES:
· Broad knowledge of standard software programs (e.g. MS Office 365, Operating Systems,) and information communication technology.
· Have a valid code 8 RSA driver’s license.
· Excellent customer service skills.
· Have good telephone ethics and communication skills.
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.
· Ability to work well in a team environment.
· Ability to work under pressure and maintain professionalism
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: Mr Thys Snyman, Tel: 018 285 5020
ENQUIRIES REGARDING RECRUITMENT PROCESS MAY BE DIRECTED TO: Mr Rabs Diratsagae, Tel: 018 299 4797
CLOSING DATE: 14 July 2023
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.
