Helpdesk Supervisor (IT) - Department of Information Technology Services at University of Pretoria/Universiteit van Pretoria

RESPONSIBILITIES:

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

Operational management:

• Refine and optimise the ITS Helpdesk human resource and capacity plan;
• Review and maintain ITS Helpdesk documentation;
• Coordinate and communicate service outages internal to ITS;
• Establish and maintain an escalation process;
• Create and administer ITS customer feedback mechanisms. Analyse results and make recommenda­tions for service improvement;
• Stay up-to-date with technology developments and trends;
• Provide management reporting on ITS Helpdesk services performance;
• Make recommendations for service improvement plans, and ensure actions are followed through to completion in a timely manner;
• Assist the Manager: End User Computing and Service Management to advance the University’s strategic objectives through ITS initiatives and operational activities;

Service excellence and management:

• Identify, define, manage, monitor and report on the services and service levels required to provide support through the ITS Helpdesk environment and services;
• Provide ongoing maintenance of the dynamic Service Catalogue;
• Ensure relevant ITS Helpdesk Service Level Agreements (SLAs) are in place, managed, monitored and reported on and communicated to end users;
• Coordinate the identification and resolution of service incidents, requests 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 ITS Helpdesk;
• Identify and manage the ITS Helpdesk 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;
• Manage and maintain the access rights to systems and information where these have been delegated to the ITS Helpdesk;
• Coordinate the activities of third-party service providers and suppliers. Monitor their performance against their SLAs and help resolve underlying problems;
• 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;

Collaboration:

• Be an ambassador for ITS, working across the University to provide communication on ITS matters and build relationships with other teams to ensure dialogue between departments;
• Build and maintain strong and productive relationship with internal and external ITS stakeholders;
• Communicate to senior ITS management about discrepancies on any IT services offered and the end user requirements;
• Have oversight on end-user advise services;
• Prepare, document, update and regularly test ITS Helpdesk continuity plans with the relevant ITS stakeholders and ensure coordination with overall Business Continuity plan;

People management:

• Manage Service Desk agents in delivering a speedy and efficient service to end users;
• Ensure that individual performance measures/agreements are in place;
• Coach and mentor staff to achieve the agreed performance targets and develop a training and skills development plan for staff;
• Conduct quarterly performance reviews with staff as well as regular team meetings;

Asset and financial management:

• Assess and recommend necessary tools to support development and maintenance of ITS Helpdesk services;
• Participate in identification of ITS technical products, and conduct research into ITS Helpdesk products and services;
• Provide asset management for the ITS Helpdesk in consultation with the ITS Finance team;
• Assist in the planning, compilation, management and execution of the ITS Helpdesk budget;

Governance and compliance:

• Partake in critical ITS Cyber and Information Security prevention activities;
• Identify changing trends related to security issues and coordinate and manage resolution of threats identified by users;
• Advise users of threats and how to prevent threats;
• Effect the necessary steps to contain threats, as part of a virtual team for ITS Security;
• Work with ITS management to maintain and update the relevant policies;
• Help to identify and monitor risks as well as governance and compliance requirements related to the ITS Helpdesk 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, Protection of Personal Information Act, Occupational Health and Safety Act, Council for the Built Environment Act, Labour Relations Act and Health and Safety. Monitor and report on compliance.

MINIMUM REQUIREMENTS:

• Relevant Bachelor’s degree/BTech/Advanced Diploma/NQF level 7 qualification; with
• A total of four years’ experience in:
• IT Service Management;
• Supervising or leading of a service desk environment;
• Workstation support.

REQUIRED COMPETENCIES 

Knowledge of:

• IT services support;
• ITIL aligned service management;
• Drafting policies and procedures;
• Project management;
• Student computing support in higher education;