User Support Consultant

**UP Professional and Support**:
DEPARTMENT OF ENROLMENT AND STUDENT ADMINISTRATION

USER SUPPORT CONSULTANT

PEROMNES POST LEVEL 9- 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 deliver comprehensive assistance to all university clients, ensuring service excellence. This entails addressing client queries and technical issues pertaining to university systems, guiding them through processes such as registration and enrolment, and issuing documents, access cards, and parking discs in accordance with established policies. Additionally, attending to administrative duties and providing support for projects within the User Support Division.

RESPONSIBILITIES:

- Systems services support:

- Identify system risks, bugs, and issues, and ensure that unresolved issues are escalated following business rules. Monitor escalated matters to ensure timely resolution;
- Advise on admission requirements and policies to ensure a positive experience, and increase the realisation rate of admitted students who ultimately register with our institution;
- Client service:

- Attend to client queries via written, telephonic, and in-person channels;
- Attend to client queries in line with policies and procedures;
- Maintain turnaround times as prescribed;
- Document client interactions, inquiries, and resolutions accurately in the appropriate database or Customer Relationship Management (CRM) system;
- Access control:

- Access control queries:

- Provide comprehensive support and assistance to clients regarding access control, parking, and related queries, through written, telephonic, and in-person channels;
- Ensure adherence to university policies, procedures, and regulations governing access to university premises and parking;
- Provide guidance on access control policies, parking regulations, and campus navigation to internal and external stakeholders accessing campus;
- Provide access to campus to the relevant stakeholders in line with policies and procedures;
- Access cards:

- Maintain and clean card issuing equipment, troubleshoot technical issues, and escalate unresolved problems;
- Issue access cards to eligible individuals in accordance with the university's Access Control Policy, protocols and procedures;
- Report issues with the Access Control System and the readers at gates, doors, and buildings to the relevant department;
- Record escalated issues and follow up to ensure timely resolution;
- Liaise with HR on appointments for personnel not yet captured in the HR system, hindering card issuance. Ensure resolution and card issuance upon completion;
- Parking discs:

- Issue parking discs to eligible individuals by the university's Access Control Policy, protocols and procedures;
- Report any parking-related issues to the relevant department. Record escalated issues and follow up to ensure resolution;
- Assist in special parking requests for clients without UP Portal access. Follow up on request status with Security Services and inform the client upon processing;
- Maintain adequate inventory of parking discs and parking disc holders, informing the operations manager of low stock levels;
- General enquiries:

- Address queries concerning university-related matters, and demonstrate knowledge and understanding of student related topics and their associated policies and business rules;
- Issue official university documents to clients in accordance with policies, business rules, and relevant legislation, such as the Protection of Personal Information Act;
- Ensure that students have completed an enrolment contract, and provide students with feedback for incomplete contracts;
- Receive, validate and process enrolment contracts;
- Foyer hosting:

- Provide clients with assistance with general inquiries and issues with a ticket;
- Direct clients and help at the self-service kiosks where applicable;
- Attend to guests following university protocols;
- Administration and projects:

- Complete administrative duties in line with policies, procedures and protocols;
- Provide support for project planning, coordination, and implementation;
- Assist with the training and supervision of temporary staff and interns within the unit.

MINIMUM REQUIREMENTS:

- A relevant three-year National Diploma, with
- Three years’ experience in:

- A client service environment and attending to enquiries;
- Administrative experience in an environment such as a tertiary institution;

OR
- Gr 12, with
- Five years’ experience in:

- A client service environment and attending to enquiries;
- Administrative experience in an environment such as a tertiary institution;

REQUIRED COMPETENCIES (SKILLS, KNOWLEDGE AND BEHAVIOURAL ATTRIBUTES):

- Knowledge:

- Admission policy and procedure;
- Academic regulations;
- Registration procedure;
- Student accounts;
- Bursaries and loans;
- Accommod