Technical Assistant II (P12) (ICS Division: Service Desk) (Re-advert)
Position Summary
Introduction
The University of Johannesburg (UJ) is a vibrant and cosmopolitan university, anchored in Africa and driven by a powerful strategy focused on attaining global excellence and stature (GES). With an emphasis on independent thinking, sustainable development, and strategic partnerships, UJ is an international university of choice. The University is guided by the Vice-Chancellor’s vision of “Positioning UJ in the Fourth Industrial Revolution (4IR) for societal impact in the context of the changing social, political, and economic fortunes of Africa”.
Job description
- Provides Remote 1st Line support for IT incidents and service requests.
- Provide adequate Events and Alert Management
- Provide second-line support to users with IT related problems.
- Manage customer expectations.
- Analyze, diagnose and resolve technical problems or escalate to the relevant support group.
- Contribute to the knowledge creation and maintenance.
- Provide customers with a first contact resolution telephonically or remotely where possible.
- Manage Incidents and ensure the execution within the agreed SLA’s.
- Be aware of the appropriate societal and environmental issues and responsibilities relating to the service desk.
- Adhere to policy and support organization’s security policies/requirements.
- Administration of ICS management and monitoring tools
- Functional monitoring and operation of monitoring systems
- Escalate all events reported on monitoring tools appropriately.
- Update support documents
- Perform daily maintenance and reporting via the Team Leader
- Assist in the implementing of new monitoring tools.
- Increase customer satisfaction.
- Ensure the environment is well monitored and managed.
- Take ownership of the events and alerts that could lead to incidents.
- Understand the responsibilities and roles of other Divisions.
- Focus on the resolution and avoid blaming others.
- Take interest in the role of other teams.
- Recognize others for their skills and contributions.
- Represent the department well.
- Share information.
Minimum requirements
- Grade 12 (Matric)
- ITIL Foundation Certification
- A Certification
- N Certification
- 3 years' experience of Service/Help Desk Support
- NQF 5 Help desk or similar qualification
- S
- Operations and support
- Excellent communication skills.
- Customer relations skills
- Collaborate with other divisions.
- Managing Knowledge
- Might be required to work outside normal working hours from time to time
- May be required to travel between campuses
- Maybe placed at any campus
Your application, comprising of a detailed Curriculum Vitae as well as the names and full contact details (including telephone numbers and e-mail addresses) of at least three traceable and credible referees must be uploaded before or on the closing date of the advertised post. Please also attach the following: a copy of your highest academic qualification, proof of registration with professional bodies you might belong to and if applying for an academic position, a list of accredited research output and/ or a portfolio of your creative output.
Please note that the University is obligated, in terms of recent amendments to the Criminal Law (Sexual Offences and Related Matters) Amendment Act 2021 (Act 13 of 2021), to assess all prospective employees (including applicants) against the National Register for Sex Offenders (NRSO). The outcome of such an assessment may have an impact upon possible employment with the University.
For more information, please review the following link: Justice/Criminal/NRSO.
If you require technical support / assistance on the UJ e-recruitment website, please contact our service provider PNET on the following contact details: 0861 227337/010 140 3099 or email ujsupport@pnet.co.za.
Candidates may be subjected to appropriate psychometric testing and other selection instruments.
In conjunction to merit on the basis of qualifications, experience and proven achievements the University of Johannesburg is committed to providing equal employment opportunities for persons with disabilities and those individuals from the historically disadvantaged groups. As necessitated by operational requirements the University reserves the right not to make an appointment to positions advertised. If you have not received a response from the University within 8 weeks of the closing date, you should assume that your application has been unsuccessful.
