RESOURCES AND HELP DESK ASSISTANT P003095
Position summary
Introduction
Job description
1. Perform/ Execute the T&L Technologies Help Desk function
- Address and respond to all requests, reported incidents and problems either telephonically, per e-mail, virtually (VNC/AnyDesk) or in person.
- Diagnose and resolve / or escalate reported incidents and problems and communicate appropriately to all relevant stakeholders.
- Capture, record and provide data on all reported incidents and requests for reporting purposes.
- Reporting on current repetitive problems, issues and solutions and communication of these to DTLE staff and other help desk staff.
- Provide assistance to NWU academics staff related to supported technology / tools integrated in or used in conjunction with eFundi.
- Develop and maintain a Knowledge Base of customer, application and service support information, optimised for fast retrieval as a means of providing just in time support.
- Participate in testing of new Sakai updates and other supported T&L technologies.
2. Support the use of supported T&L resources provided by CTL to academic staff and students
- Coordinate use of T&L resources and T&L spaces (allocated to/provided by CTL) and ensure availability and readiness for use.
- Coordinate bookings and other logistical arrangements pertaining to the use of T&L resources and T&L spaces (allocated to/provided by CTL).
- Assist with the maintenance of applicable equipment inventories and maintenance and replacement schedules of T&L resources and T&L spaces (allocated to/provided by CTL).
- Diagnose and resolve/or escalate reported incidents and problems and communicate appropriately to all relevant stakeholders.
- Assist NWU staff and students with the use of TLE resources.
- Assist with/participate in the review, development and maintenance of T&L resources and T&L spaces (allocated to/provided by CTL).
- Benchmarking and networking with stakeholders (internal and external) regarding trends around T&L resources
3. Staff and student development regarding the effective use of T&L technologies
- Provide basic training in the use of the tools within the NWU LMS (eFundi).
- Provide basic training in the use of supported T&L technologies (both hardware and software).
- Provide training for the use of supported T&L resources and T&L spaces (allocated to/provided by CTL).
- Provide training assistance during formal CTL Continuous Professional Development workshops (as part of the APD calendar) when required.
- Develop job aids (self-help tutorials, interactive, video) for all supported T&L technologies, resources and spaces (allocated to/provided by CTL).
4. General administrative duties pertaining to the CTL End-User support functions (help desk and resource management)
- Maintain effective general administration (help desk tickets, mail, recordkeeping and reporting on applicable data).
- Assist Education Technologist with Technology Innovation and Life-cycle projects.
- Send out customer satisfaction survey after resolving requests.
- Participate in the development of a strategy to communicate and market end-user support initiatives to stakeholders.
- Assist with initiatives to market CTL T&L Resources and Technologies
5. Ad Hoc requests
- Managed by line manager
6. Personal Development
- According to a personal development plan
Minimum requirements
- ·Senior Certificate (Matric) – Computer Applications Technologies (CAT) NQF Level 4
- National Diploma and advanced certificate in Education/ Communications studies/ IT (NQF Level 5/6)
EXPERIENCE:
- 1 year experience working in office environment
- 2 years ‘relevant work experience in client services environment
- 1 year experience in content or LMS environment
- 1-year proven experience in the use of MS- Teams
- 1-year proven experience in the use and support of sakai.
KEY FUNCTIONAL/ TECHNICAL COMPETENCIES:
- Computer literate in MS Office (Word, Excel, PowerPoint), e-Mail, Google applications
- Six months experience in providing support to staff and students in the use an LMS
- How to communicate and engage with clients and staff
- Proficiency in at least two official languages
BEHAVIOURAL COMPETENCIES:
- Excellent interpersonal, intercultural, organisational and communicative skills.
- Strong client / customer orientation.
- Problem analysis and problem-solving skills.
- A commitment to teamwork and ability to work individually.
- Proactive, organised, priority driven and able to work under pressure.
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: Mr Kobus Le Roux, Tel: 018 299 2001
ENQUIRIES REGARDING RECRUITMENT PROCESS MAY BE DIRECTED TO: Dolly Lebepe, Tel: 018 299 4936
CLOSING DATE: 04 August 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.
