Helpdesk Agent (IT) - Department of Information Technology Services

DEPARTMENT OF INFORMATION TECHNOLOGY SERVICES

HELPDESK AGENT (IT) (TWO POSTS)

PEROMNES POST LEVEL 9

In pursuit of the ideals of excellence and diversity, the University of Pretoria wishes to invite applications for the following vacancy.

The University of Pretoria's commitment to quality makes us one of the top research Universities in the country and gives us a competitive advantage in international science and technology development.

JOB PURPOSE:

To be the first point of contact for staff and postgraduate students who contact the ITS Help Desk. While providing the highest level of customer service, the Helpdesk Agent responds to incoming interactions on all communication channels used by the ITS Help Desk, registers and tracks all information on the IT Service Management Automation system, and uses a knowledge base tool, along with their expertise, to resolve first level requests in a timely fashion. The Helpdesk Agent escalates unresolved problems/issues/requests to the correct second and third level support team.

RESPONSIBILITIES:

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.

REQUIRED COMPETENCIES (SKILLS, KNOWLEDGE AND BEHAVIOURAL ATTRIBUTES):

• Knowledge of:
  • Fourth industrial innovations;
  • Customer service and engagement;
  • Understanding of enterprise networks and technologies;
  • Cyber and information security best practices and standards;
• Technical competencies:
  • Maintenance and support of desktop applications;
  • Computer literacy;
  • Exposure to ERP technologies;
  • Desktop operating systems (Microsoft);
  • Desktop and mobile operating systems (Apple, Linux, Android);
  • Usage of unified communication technology;
• Behavioural competencies:
  • Ability to:
    • Identify problems, determine possible solutions, and actively work to resolve the issues;
    • Compile, assimilate, organize, and store printed and electronic information. Ability to review, compile, and analyse information to prepare reports;
    • Accomplish organizational goals, and to identify and resolve problems;
    • Actively participate as a member of a team to move toward the completion of goals;
    • Utilize office equipment and other relevant technology (Software and systems) to meet business needs;
    • Redesign processes as needed using best methods and technology to meet or exceed business needs;
    • Accomplish tasks and processes accurately and completely;
    • Identify primary and secondary authorities to validate the research;
    • Use innovative solutions and/or designs where appropriate;
    • Listen to symptom descriptions; analyse problems; respond effectively, and provide constructive feedback to the client on problem resolution;
    • Build and maintain ongoing, collaborative working relationships with co-workers to achieve the goals of the work unit;
    • Listen and respond appropriately to others;
    • Develop and maintain strong relationships with clients (those who buy goods and services, and for whom formal professional services are rendered) or customers (those who consume goods and services) by listening to the client/customer and understanding and responding to identified needs;
  • Possession of a designated level of technical skill or knowledge in a specific technical area(s), and the ability to keep up with current developments and trends in areas of expertise. May be acquired through academic, apprenticeship, or on-the-job training, or a combination of these.

ADDED ADVANTAGES AND PREFERENCES:

• An applicable IT Degree, with
• Two years’ experience in:
  • The broader IT field, end-user device experience;
  • A higher education environment;
  • Remote customer service support;
• N+ certified.

PLEASE NOTE: All shortlisted candidates may be required to participate in relevant skills assessments as part of the selection process.

The annual remuneration package will be commensurate with the incumbent’s level of appointment, as determined by UP policy guidelines. UP subscribes to the BESTMED and UMVUZO medical aid schemes and contributes 50% of the applicable monthly premium.

Applicants are requested to apply online at www.up.ac.za

In applying for this post, please attach:

• A comprehensive CV;
• Certified copies of qualifications;
• Names, e-mail addresses and telephone details of three referees whom we have permission to contact.

CLOSING DATE: 11 September 2025

No application will be considered after the closing date, or if it does not comply with at least the minimum requirements.

ENQUIRIES: Ms V Makhubele, Email: violet.makhubele@up.ac.za, Tel: (012) 420 6920 for application-related enquiries, and Mr E Simba, Email: eusoph.simba@up.ac.za, Tel: (012) 420 5330 for enquiries relating to the post content.

Should you not hear from the University of Pretoria by 30 November 2025, please accept that your application has been unsuccessful.

The University of Pretoria is committed to equality, employment equity and diversity.

In accordance with the Employment Equity Plan of the University and its Employment Equity goals and targets, preference may be given, but is not limited to candidates from under-represented designated groups.

All candidates who comply with the requirements for appointment are invited to apply.

By applying for this vacancy, the candidates consent to undergo verification of personal credentials and related information including, but not limited to, qualifications, criminal record, credit record, current and historic disciplinary proceedings as part of the selection process.

The University of Pretoria reserves the right to not fill the advertised positions.