USER CONSULTANT - TIER1 (IT10)
The User Consultant is responsible for providing telephonic, remote, walk-in and electronically submitted requests for information technology support, problem resolution, and consulting services to University staff and students and for achieving measurable and demonstrable success in relation to these activities through a rigorous process of continuous improvement, use of key performance indicators, and industry standards and benchmarks. The User Consultant forms part of the ICT – Student & Client ICT Support Team and works closely with other CNS senior management groups to ensure the University achieves its strategic, teaching, research and service goals.
Key Responsibilities:
*Desktop in this sense is loosely defined as computers inclusive of desktop, laptop and certain mobile devices.
- 80% - Detailed logging and routing of user requests and initial first-line support of user software installation, maintenance and configuration support to desktops* ensuring consistency with University ICT Infrastructure, business systems, and strategic directions to support business capacity and continuity of service.
- 10% - Providing detailed timely feedback on the service desk management software system in an ongoing manner to ensure the status of any incident under the responsibility of the incumbent is up to date and clear at all times.
- 4% - Actively contributing to the documentation of the team to enhance existing procedures, and knowledge base documentation in line with the philosophy of continuous improvement.
- 6% - Maintaining a high level awareness of current and emerging technologies and providing significant input to strategic planning in relation to current and future desktop* software and hardware requirements of the University.
Requirements:
- An appropriate degree and/or a relevant combination of qualifications and extensive experience at a senior level in the ICT field.
- At least 3 years’ relevant experience.
- Demonstrated extensive technical knowledge and experience in ICT using LANs, PC (Wintel) hardware, operating systems, peripherals and demonstrated experience is using desktop* utilities.
- Demonstrated extensive technical knowledge in configuring and supporting remote access devices and software, eg WiFi, 3G, ADSL, etc
- Demonstrated advanced knowledge and understanding of ICT infrastructure, business systems and network architecture and high-level proficiency in the application of a wide variety software packages such as Microsoft Office and/or Open Office
- Demonstrated awareness of and commitment to the implementation of best practice, continuous improvement and client focused service delivery standards and methodologies in a large and complex organisation.
- Demonstrated high level of interpersonal, verbal and written communication skills with a proven personal commitment to achieving the highest levels of client focus.
- Demonstrated high level conceptual, analytical and problem solving skills and a proven ability to troubleshoot complex technical problems.
- Demonstrated commitment to the effective use of Project Management methodologies, tools and techniques, with proven ability to successfully manage a large portfolio of diverse projects.
- Demonstrated ability to document procedures, FAQ’s, and/or knowledge base articles in order to support an environment of continuous improvement.
- The incumbent may be required to travel. Must have at least a Code 08 license
Preferences:
- Experience in installation and troubleshooting of video, sound and network cards, modems and printers.
- Experience in and / or a wide understanding of challenges relating to working within a higher education environment.
- Certified relevant accreditation.
To apply, please submit a covering letter clearly indicating the post you are applying for, a detailed CV with names, addresses, contact numbers and e-mail addresses of 3 referees to Keitha January (E-mail: recruiting.centralHR@wits.ac.za), Central Human Resources Office, University of the Witwatersrand, Johannesburg, Private Bag 3, Wits, 2050.
The University is committed to employment equity. Preference may be given to appointable applicants from the underrepresented designated groups in terms of the relevant employment equity plans and policies of the University. The University retains the right not to make an appointment and to verify all information provided by candidates.
Please note that correspondence will only be entered into with shortlisted candidates. The University reserves the right not to make an appointment or to re-advertise.
Preference will be given to internal appointable candidates.
Closing Date: 24 February 2012
Alternatively - Fax: N/A or E-mail: recruiting.centralHR@wits.ac.za
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