IT Trainer

Durban University of Technology (DUT) is located on the warm east coast of South Africa. It sprawls over seven (7) campuses in tropical and picturesque Durban, and in Pietermaritzburg, with its undulating hills that flow over from the Drakensberg Mountain.

According to our _ENVISION2030_ strategy, DUT’s DNA has two strands, namely _‘people-centred and engaged’_ and _‘innovative and entrepreneurial’_. These are interwoven intrinsically by a number of double pairs consisting of _‘values and principles’_ that bind our double-helix together. The extrinsic expression of our DNA is via _The DUT-Way_; which demonstrates our collective character and behaviour.

The University’s ultimate goal is to contribute towards improving the lives and livelihoods of all its people, both internal and external. DUT consistently strives towards excellence and greatness in teaching-learning and in research-innovation; something that has been recognized recently when _The Times Higher Education’s World University Rankings_ placed DUT within the top 500 of universities in the world and within the top 5 universities in South Africa. The enactment of these internationally recognized strengths is demonstrated in our impactful engagement internally and externally in service of our localities, the region and the country at large.

**ICTS: Customer Services**

**Post**:IT Trainer**

**REF**:
**Minimum Requirements**:

- An NQF Level 7 qualification in Information Technology or Computer Science
- Accreditation as a Learning Facilitator and Assessor (Ideal)
- Minimum of three years' experience in a customer service environment Minimum of two years' experience in a corporate training environment
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Key Competencies:

- ICT customer service procedures
- ICT service management systems and procedures
- Training facilitation and assessment Representation with the MICT Seta
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Must have training / knowledge of:

- Training in high level service management
- Accreditation as a Learning Facilitator
- Accreditation as an Assessor aligned to the applicable SAQA Unit Standards

**Summary of Duties**:

- An event is arranged in accordance with the annual schedule.
- Analyse the objectives of the event to determine the best suitable methodology to be utilized; or
- Define the objectives of the intervention in accordance with the stated needs and requirements.
- Secure the appropriate resources in accordance with the nature of the intervention:

- Venue
- Finance
- Training material
- Audio visual aids
- Posters/banners
- Compile the intervention material in accordance with the objectives and requests; or
- Obtain/procure the material from the relevant source/provide
- Facilitate the event in accordance with the stated objectives and the decided methodology
- Continuously evaluate the intervention in the most appropriate methodology to ensure that the objectives are achieved
- Receive a request for the training and analyse to determine the nature and extent of the training; or
- Conduct a Training Needs Analysis to determine the exact
learning requirement
- Define the learning objectives in accordance with the learning requirement
- Develop the learning material in accordance with the objectives
- Consult the requestor to ensure that the learning material will address the needs
- Determine the facilitation technique required to facilitate the training
- Determine the equipment required to assist in the facilitation of the learning
- Arrange the training event with the relevant role players
- Facilitate the training in accordance with the learning objectives
- Continuously evaluate the learning to ensure that the learner are competent
- Evaluate the training to determine areas of excellence and areas of improvements
- Assess the attendants to determine competence level
- R
- Delivery capacity
- Competence
- Cost
- Registration as provider or registration requirements
- Arrange the relevant role players to conduct the evaluation process
- Facilitate the evaluation process in accordance with the criteria
- Evaluate the providers in accordance with the criteria
- Select the most suitable provider in accordance with the criteria
- Compile evaluation report and distribute to the relevant role players
- Inform the approved/rejected provider in accordance with policies and procedures
- Conduct the necessary registration of the provider, if not registered, in collaboration with Procurement and Legal
- Archive documentation for future reference purposes
- Receive and analyse a request to determine the nature and extent of the support to be provided; or
- The need for provision of support is identified during the execution of outputs
- Diagnose the problem to determine the appropriate action:

- Provide information
- Conduct research to develop a solution
- Escalate the problem to the best possible person for resolution
- Provide/develop a solution; or
- Escalate the problem to the relevant role players for a solution
- Ensure that escalated prob