Purpose

• The Service Desk provides excellent customer service to all staff and students for the resolution of their computing needs and problems.
• This is accomplished by the Service Desk Agent ensuring that all incoming calls are answered promptly, emails to the Division are followed up on and allocated expediently and visitors are seen to in a professional manner.

Requirements

• Grade 12 plus approximately 2 years’ relevant experience where such experience includes working in an IT Help Desk environment
• Previous administrative experience within a computerized environment.
• Previous experience in dealing with IT queries via email and the phone and working in an IT Helpdesk environment.
• Be computer literate and be able to demonstrate an understanding of operating systems and office software, in particular Microsoft.  Must be familiar with Microsoft operating systems, Microsoft Office, internet and email.

Skills & Competencies

• Ability to resolve first line technical issues such as log in problems, email downloads and network connections
• Ability to advance with new technology easily as the technology and solutions change
• Ability to communicate with users across a wide spectrum i.e., Highly computer literate users to beginners
• Ability to be firm and yet helpful, always putting the customer at ease and instilling confidence that every problem is recognised as important
• Ability to communicate in both written and spoken English in a clear manner
• Ability to speak other official languages is desirable and will be an advantage
• Ability to receive criticism and feedback with an understanding that this is necessary for service delivery improvement
• Ability to multitask and work under enormous pressure
• Ability to complete a task successfully despite distractions
• Ability to plan and prioritise workload
• Ability to work independently as well as in a team
• Ability to document and resolve tracking system accurately and on time
• Strong service ethic with a track record of continuous improvement
• Able to work independently as well as a member of a team
• Actively seeks feedback 
• Able to withstand criticism and use constructive criticism to improve service delivery and own contribution
• Professional and able to produce work of a high quality
• Shows initiative

Responsibilities

• Attend to customers courteously and expediently.
• Ensuring that incidents logged and are either solved or escalated to the appropriate section.
• Ensuring that users are provided with feedback regarding outstanding tickets.
• Providing information to students and staff visiting or phoning the Division of the services provided.
• Monitoring incidents and reviewing processes and procedures.
• Committed to providing an excellent working environment and ensuring that performance is of a high standard.
• Manage incoming Service Desk lines, rerouting when necessary.
• Highlight problem areas, trends and patterns to the Lead: Service Desk Agent.
• Troubleshooting first level problems both telephonically, via email, ticket system or in person.
• Computers – receives computers to the department and ensures that all correct documentation has been completed. Assess’ the problem with the computer and ensures that a problem ticket is created.

Additional Information

• For additional information in respect of the job requirements, please refer to the job profile.
• It is essential that prospective candidates read the job profile and ensure that all relevant documentation is submitted.
• Failure to submit such documentation will result in an application not being considered.
• The selection process that will be followed for this post includes a short-listing, followed by an interview.
• The Full Minimum Requirements against which candidates are to be measured are outlined in the job profile.
• Shortlisted candidates will be informed of the interview date.
• All applications will be treated in strict confidence.
• This post is advertised as permanent post, but the University may opt to appoint on a fixed-term contract of not less than three-years.
• The University reserves the right not to proceed with the filling of the post.
• An application in itself does not entitle the applicant to an interview.
• Please apply online by accessing the Rhodes University Website.
• Candidates should note that Rhodes University has introduced a Covid-19 vaccine mandate and that staff members are required to conform to the University's conditions in this regard.
• If you are not contacted within 30 days from the closing date, please consider your application unsuccessful.

Candidates should submit the following documentation:

• The Rhodes University application form (no handwritten applications will be accepted);
• A letter of motivation which clearly describes their suitability for the post they are applying for;
• A comprehensive CV.

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