Service Desk Manager

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.

**Information and Communication Technologies Services (ICTS)**

**ICTS Customer Services**

**Post -** **Manager: Service Desk**

***

**Minimum Requirements**:

- NQF Level 7 qualification in Information Technology or Computer Science
- Minimum of 2 years’ experience as a Service Desk consultant
- Minimum of 3 years’ managerial experience in a similar role

**Key Competencies**:

- Management of subordinates
- ICT customer service procedures
- ICT service management systems and procedures

**Training & Knowledge**:

- Customer Service Training
- Training in high level service management
- Management of Service Desk Operations

**Duties (but not limited to)**:

- Interpret the ICTS Customer Service business plan to determine the applicable deliverables
- Determine the human resource requirements in accordance with the expected deliverables
- Secure the human resource requirements to ensure that deliverables will be met
- Compile the Performance Management documentation in collaboration with the staff member in terms of:

- Job Profile requirements
- Key performance areas
- Personal development plan
- Track and monitor performance in accordance with policies and procedures
- Continuously provide feedback and coaching to ensure that the staff member/s performs at optimum productivity level
- Conduct the 6 monthly performance review in accordance with policies and procedures and corrective actions are taken where necessary
- Assess performance at the end of the performance period in accordance with policies and procedures
- Provide feedback to the relevant role players. Receive a service request and analyse to determine the action required
- Determine the relevant person to resolve the incident
- Allocate the incident to the identified person in accordance with procedures; or
- Escalate to the relevant division/s for resolution
- Monitor the resolving of the request to ensure resolution
- Take additional action if required
- Obtain the resolution results and document for future reference
- Distribute the resolution reports to the relevant role players and avail on the appropriate media.
- 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
- Provide possible solutions
- 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 problems are resolved within the allocated time frame
- Test the solution to ensure that the diagnosed problem is resolved
- Implement the solution in accordance with procedures and tested to ensure that the solution is functional
- Monitor the implemented solution for a period in accordance with the impact on the system. Document the solution in accordance with policies and procedures in the standardised format where necessary
- Submit the resolution document to the document management system for future reference purposes
- Provide feedback to the relevant role players. The need for the development of a control system is identified during operational execution; or
- The need for a control system is identified as a result of the auditing process; or
- Receive a request for the development of a control system and analyse to determine the requirements of the control system
- Policies
- Procedures
- Business Processes
- Service Management
- Consult existing control systems to determine components t