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 Principal and Vice-Chancellor's vision of "Positioning UJ in the Fourth Industrial Revolution (4IR) within the context of the changing social, political and economic fortunes of Africa."

• Effectively manage Service Desk Agents in delivering a speedy and efficient service to campus users.
• Ensure that individual performance measures/agreements are in place
• Coach and mentor staff to achieve agreed performance targets
• Develop a training and skills development plan for staff
• Conduct half-yearly performance reviews with staff
• Hold regular team meetings with staff
• Identify and manage the interests of, and relationships with, internal and external stakeholders in the Service Desk environment to ensure their on-going commitment. Agree and publish the Service Desk objectives with these stakeholders and report on performance in respect of those objectives
• Coordinate the activities of third party service providers and suppliers. Monitor their performance against their SLAs and help resolve underlying problems

• Identify, define, manage, monitor and report on the services and service levels required to support and deliver the Help Desk environment
• Establish and maintain the Service Catalogue
• Ensure relevant Service Level Agreements (SLAs) are in place, managed, monitored and reported on and communicated to customers
• Coordinate the identification and resolution of service incidents and problems and where required escalate to and co-ordinate resolution with third party suppliers
• Identify and manage service improvement opportunities. Ensure continuous service improvement is embedded in the culture and working practices of the Help Desk
• Identify and manage the Strategic Services Centralised Help services and subordinate processes, including request fulfilment, access management, event management, incident management and problem management. Ensure all service management process are documented, maintained and adhered to.
• Maintain the Problem Log and help to expedite the resolution of problems identified.
• Contribute to the change management process; in particular represent the interests of the customer when assessing risk and impact. Help to identify, specify and deliver changes required. Monitor changes completed and update documentation as required.
• Work with the Service Delivery Manager to prepare, document, update and regularly test Help Desk continuity plans and ensure coordination with overall plan.
• Manage and maintain the access rights to Systems and Information where these have been delegated to the Help Desk
• Ensure major incident response procedures have been identified, documented and maintained and that Help Desk staff have been trained on these procedures
• Manage and administer the Help Desk toolset to ensure it meets the requirement of service provision
• Provide and manage agreed Help Desk support to events within Strategic Services (HR, ICS, Operations and Campus support

• Help maintain an updated register of the unit
• Plan, compile, manage and execute the Strategic Service Desk budget

• Work with the Senior Manager: Service Delivery to maintain and update the relevant policies
• Help to identify and monitor risks, governance and compliance requirements related to the Help Desk environment. Help to specify and implement appropriate mitigation and/or control measures
• Ensure compliance with all relevant legislation and regulation with special emphasis on IT Service Management, Information Security, Business Continuity, Occupational Health and Safety Act, Council for the Built Environment Act, Labour Relations Act and Health and Safety. Monitor and report on compliance.

• Increase customer satisfaction
• Ensure the environment is well monitored and managed
• Take ownership of the events and alerts that could lead to incidents

• NQF Level 7 qualification in either IT/Management
• Matric
• SDI Service Manager/Agent

• Middle Management (3 years)
• IT Service Management (3 years)
• Management of Service Desk Environment (3 years)

• Knowledge of IT, Operations, HR client support.
• Knowledge of ITIL aligned Service Management.
• Knowledge of policies and procedures drafting
• Knowledge of project management

• Risk Management
• ITIL Foundation.
• CoBIT 5 Foundation
• Project Management.
• Operations and support
• Management within Higher Education

• ITIL Service Management.
• Excellent communication skills.
• Customer relations management.
• Policies and procedures.
• Collaborating with business managers to determine and deliver value adding solutions.
• Ability to interact across all levels.
• Managing Knowledge

• Collaboration
• Quality Driven
• Peoples Management
• Leadership qualities
• Strategic Thinker
• Results Driven

• Might be required to work outside normal working hours from time to time
• May be required to travel between campuses
• May be placed at any campus