North West University is excited to present an excellent opportunity for dedicated and proactive individuals to join their team as a Resources and Help Desk Assistant. The university is seeking candidates who are passionate about delivering exceptional support and assistance within a dynamic academic environment. This role provides a unique opportunity to contribute to the efficient operation of the university’s resources and support services, ensuring that both students and staff receive timely and effective assistance.
Resources and Help Desk Assistant Position Overview
- Position Title: Resources and Help Desk Assistant (P003095)
- Listing Reference: NWU_002913
- Application Deadline: August 4, 2024
- Industry: Education & Training
- Job Category: Office Support
- Location: Potchefstroom
- Contract Type: Permanent
- Remuneration: Competitive and Market-Related
- Planned Commencement: As soon as possible
Resources and Help Desk Assistant Job Description
1. Help Desk Function
- Handle and respond to requests, incidents, and problems via phone, email, virtual platforms (VNC/AnyDesk), or in person.
- Diagnose, resolve, or escalate issues, and communicate effectively with relevant stakeholders.
- Capture, record, and analyze data on reported incidents and requests for reporting purposes.
- Report on recurring problems, solutions, and communicate findings to DTLE staff and other help desk personnel.
- Provide support to NWU academic staff on technology tools integrated with or used alongside eFundi.
- Develop and maintain a Knowledge Base for quick retrieval of support information.
- Participate in testing updates for Sakai and other supported teaching and learning (T&L) technologies.
2. Support for T&L Resources
- Coordinate the use and readiness of T&L resources and spaces provided by CTL.
- Manage bookings and logistical arrangements for T&L resources and spaces.
- Assist in maintaining equipment inventories and schedules for maintenance and replacement.
- Diagnose and resolve or escalate issues related to T&L resources and spaces.
- Help staff and students with T&L resources.
- Contribute to the review, development, and maintenance of T&L resources and spaces.
- Network with internal and external stakeholders about trends in T&L resources.
3. Development and Training
- Provide basic training on NWU LMS (eFundi) and supported T&L technologies (hardware and software).
- Assist with training during CTL Continuous Professional Development workshops as needed.
- Develop job aids such as tutorials and videos for supported T&L technologies, resources, and spaces.
4. General Administrative Duties
- Maintain effective administration including help desk tickets, mail, recordkeeping, and reporting.
- Assist Education Technologist with technology innovation and life-cycle projects.
- Send customer satisfaction surveys after request resolution.
- Help develop strategies for marketing end-user support initiatives.
- Support initiatives to promote CTL T&L resources and technologies.
5. Ad Hoc Requests
- Perform tasks as assigned by the line manager.
6. Personal Development
- Follow a personal development plan as outlined.
Minimum Requirements
Education:
- Senior Certificate (Matric) with Computer Applications Technologies (CAT) NQF Level 4.
- National Diploma or advanced certificate in Education, Communications, or IT (NQF Level 5/6).
Experience:
- 1 year experience in an office environment.
- 2 years of relevant client services experience.
- 1 year experience with content or LMS environments.
- 1 year proven experience with MS Teams.
- 1 year proven experience with Sakai.
Key Functional/Technical Competencies:
- Proficiency in MS Office (Word, Excel, PowerPoint), email, and Google applications.
- At least 6 months experience in LMS support.
- Effective communication and client engagement skills.
- Fluency in at least two official languages.
Behavioral Competencies:
- Strong interpersonal, intercultural, organizational, and communication skills.
- Excellent client/customer orientation and problem-solving abilities.
- Commitment to teamwork and ability to work independently.
- Proactive, organized, and capable of working under pressure.
Enquiries:
- Job Content: Mr. Kobus Le Roux, Tel: 018 299 2001
- Recruitment Process: Dolly Lebepe, Tel: 018 299 4936
How to apply
Prepare Your Documents:
- Ensure you have an updated resume/CV.
- Prepare a cover letter.
- Gather any required certificates or proof of qualifications.
Application instructions:
- Applications must be submitted online through the official NWU vacancy website.
- Incomplete applications or those submitted through other platforms will not be considered.
Additional Notes:
- NWU adheres to the principles of the Employment Equity Act and is committed to transformation. Preference will be given to candidates from designated groups.
- NWU reserves the right not to make an appointment. Only shortlisted candidates will be contacted. If not contacted within two months of the closing date, please consider your application unsuccessful.
North West University looks forward to welcoming enthusiastic and qualified candidates to apply for the Resources and Help Desk Assistant position. This role offers a valuable opportunity to support and enhance the use of teaching and learning technologies within a dynamic academic environment. Interested individuals are encouraged to submit their applications by the deadline of August 4, 2024. The university is committed to diversity and transformation and will consider candidates from designated groups in line with the Employment Equity Act.