IT Helpdesk Supervisor

South Africa
Aug 11, 2019
Aug 23, 2019
Organization Type
University and College
Full Time



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.


The purpose of this position is to develop and manage a responsive, self-service enabled, customer-centric Helpdesk with the intention of supporting Information Technology Services offerings. This will include fostering a single point of contact and first point of contact for customers and a stable, mature IT Helpdesk processes, and co-ordinating and managing resources to provide leadership to ensure the continual availability, stability and functioning of the IT Helpdesk function.


The incumbent will be responsible for:
  • Refining and optimising the IT Helpdesk Human Resource and Capacity plan;
  • Co-ordinating the communication of service outages, providing accurate and up-to-date reporting, co-ordinating IT Helpdesk Service Improvement activities and establishing an escalation process;
  • Identifying, defining, managing, monitoring and reporting of services and service levels required to support and the IT Helpdesk environment and services, including activities that enables this;
  • Providing both technology and service leadership at the IT Helpdesk through the appropriate use of available resources;
  • Management of the IT Helpdesk team;
  • Acting as an ambassador for ITS, working across the University to provide communication on IT matters and building relationships with other teams to ensure dialogue between departments;
  • Managing IT Helpdesk equipment and budgets relating to the IT Helpdesk;
  • Managing the information repository for the team and implementing good governance for the IT Helpdesk.

  • Matric;
  • NQF Level 6 qualification IT;
  • ITIL Foundation Certified;
  • ITIL Service Operations Certified;
  • Three years' experience in:
    • Middle management;
    • IT service management;
    • Management of a service desk environment;
  • Five years' desktop/workstation support experience.

  • Knowledge of the following:
    • IT services support;
    • ITIL aligned service management;
    • Drafting of policies and procedures;
    • Project management;
    • Student computing support in higher education;
  • Technically competent in the following:
    • Management of a heterogeneous network infrastructure, applications, operations and security;
    • Various network and telephony technologies;
    • Support of Oracle based ERP;
    • Windows, Apple desktop support;
    • Mobile OS support;
  • Decisive, innovative and quality oriented with a strong customer focus;
  • Ethical;
  • Results oriented;
  • Persuasive, tenacious and assertive;
  • Collaborative and a team player;
  • Good people management and leadership skills;
  • Strategic thinking abilities;
  • Self-reliant and starter;
  • Ability to present ideas in business-friendly and user-friendly language;
  • Good analytical and problem-solving abilities.

  • NQF Level 7 qualification IT;
  • SDI Service Agent Certified OR SDI Service Manager Certified;
  • CoBIT 5 Foundation Certified;
  • Five years' experience in:
    • Middle management in higher education
    • IT service management;
    • Management of a service desk environment;
  • Seven years' desktop/workstation support experience;
  • Valid driver's license.

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.

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: 23 August 2019

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, Tel: (012) 420 6920 for application-related enquiries, and Ms LJ Scott, Tel: (012) 420 4737 for enquiries relating to the post content.

Should you not hear from the University of Pretoria by 31 October 2019, 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. All candidates agree to undergo verification of personal credentials. The University of Pretoria reserves the right to not fill the advertised positions.

Similar jobs

Similar jobs