Help Desk Agent (IT) - Department of Information Technology Services at University of Pretoria/Universiteit van Pretoria

The successful candidate’s responsibilities will include, but are not limited to:

Service excellence and support:

• Provide first contact support to users with all IT-related problems, including a first contact resolution telephonically or remotely where possible; 
• Analyse, diagnose and resolve technical problems, or escalate to the relevant support group or vendor; 
• Record incidents and service requests on the Enterprise Service Management (ESM) platform;
• Troubleshoot, document actions, and escalate/close out incident or service request; 
• Serve all channels used by the users, such as telephone, email, virtual agent, and Enterprise Service Management (ESM); 
• Manage user expectations with regard to the expected Service Level Agreement (SLA); 
• Create and maintain knowledge articles; 
• Monitor incidents and service requests from when they are reported until they are finalised;
• Propose updates and additions to the dynamic Service Catalogue; 
• Stay abreast of societal and environmental issues relevant to the ITS Help Desk; 
• Adhere to policies and support the University’s security policies/requirements; 
• Manage and escalate compliments and complaints relating to ITS service delivery; 
• Execute activities which assist in the implementation of the ITS Helpdesk goals that align with ITS’ and the University’s objectives; 

Service enhancement and quality:

• Provide quantified feedback and updates on incidents and service requests on the ESM platform; 
• Manage problem-solving processes transparently through regular stakeholder feedback to promote engagement and trust between ITS and stakeholders; 
• Manage the resolution of first-line support incidents and service requests directed to the Helpdesk; 
• Prioritise business needs while providing customers with the best possible service using the relevant tools to ensure service delivery; 
• Adhere to SLA’s; 

Knowledge sharing and engagement:

• Provide assistance to the Help Desk Analysts on UP departmental and academic functions; 
• Liaise with the Help Desk Analyst on internal standard operating procedures and processes; 
• Provide guidance and information to users as required, and contribute to the development of training documents; 
• Participate and facilitate on-the-job training, and contribute to and participate in projects; 
• Contribute and review knowledge-sharing articles;
• Liaise and collaborate with other ITS teams to resolve complex issues; 
• Contribute to the updating of SLA’s in line with technology changes and updates, as required; 
• Identify trends and recurring issues and make recommendations for improvements; 

Cyber and Information Security support:

• Partake in critical ITS Cyber and Information Security prevention activities; 
• Identify changing trends related to security issues, and coordinate the resolution of threats identified by users; 
• Advise users of threats and how to mitigate them, and implement the required measures to contain threats in collaboration with the ITS Security virtual team;
• Adhere to and enforce security guidelines. 

MINIMUM REQUIREMENTS:

• A relevant three-year National Diploma / NQF level 6 qualification, with

A total of three years’ experience in:

• IT Service Desk environment; 
• Software and hardware troubleshooting;
• Working on a service management tool/platform;
• A+ certified;
• ITIL v4 Foundation certified;
• SDI SDA certification; 

OR

• Grade 12, with
• A total of five years’ experience in:
• IT Service Desk environment; 
• Software and hardware troubleshooting; 
• Working on a Service management tool/platform; 
• A+ certified;
• ITIL v4 Foundation certified;
• SDI SDA certification.