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NATIONAL STUDENT FINANCIAL AID SCHEME (NSFAS)
 
The following vacancy exists at NSFAS in Cape Town.
 
Position: ICT Service Desk Support Technicians 
Type & Grade: Permanent (Grade 5)
Vacancy No: 20 of 2020/21 
Department & Unit: ICT Department
 
POSITION OVERVIEW:
NSFAS ICT Service Desk Support Technician primary responsibilities will be supporting staff with their technology needs including desktop support issues. Identify, log, assess issues with IT equipment and internal system applications. Provide first level support through taking calls, responding to emails and handling calls using the incident management and request fulfilment processes. Ensuring that all calls are properly logged, assigned and responded to in a timely manner as per Service level agreements. Resolve and maintain computer hardware or software. This person should be a good communicator who enjoys working with people from all levels of the organisation.
 
 
RESPONSIBILITIES:
• Technical support and incident management
• Logging and tracking of incidents and requests.
• Troubleshooting of network related issues (Especially pertaining to LAN and VPN related issues).
• Assist with the support of the IP based phone systems – setup of new users and office moves.
• Accurately record, update and document requests using IT Service desk system, Service-Now.
• Remote troubleshooting and application support.
• Logging and communicating all incidents to customers and IT.
• Instant support (Telephone and Remote support)
• Printing and scanning support.
• Resolves incidents and service request allocated within the timeframes specified by the SLA’s.
• Identification and escalation of re-occurring problems and incidents, identify trends.
• Ensure all end-user equipment is kept up to date with security patches and feature upgrades.
• Advising staff on appropriate procedures for directing their IT-related queries
• Follow up on active call tickets.
 
 
1st Line Support
• First level support of users’ technology related issues.
• Responding to queries via phone and Service-Now portal, maintaining high quality of customer service for all support queries.
• Setup computer systems for new users and instruct on access to company systems including, email, desktop applications and other systems.
• To install and configure new IT equipment.
• Diagnose, and troubleshooting of IT systems (Cordys, Phoenix, SingleView)
• To identify and resolve day to day issues with the network (FortiGate VPN, e-mail problems, Internet issues, 3G connection, Wireless Connection)
• Resolves technical queries within the timeframes specified by the SLA’s.
• Create user accounts, groups and reset password, on Active Directory.
• Take ownership of user problems to ensure full resolution of issues.
• Asset Management - accountability of any assets handled and updating of asset register, filing all asset documents.
• Help to implement and improve processes and procedures within the team allowing strong service focused deliverables including assisting with quality assurance.
 
Client Management
• Maintain excellent verbal communication skills with ability to communicate effective with internal and external clients at all levels.
• Communicates effectively with internal and external clients to keep them informed on the status of IT issues and incidents.
• Continually and proactively seeks opportunities to increase internal client satisfaction and strengthen client relationships.
• Responds positively and constructively to feedback from clients, managers and other stakeholders
 
 
DESIRED SKILLS AND EXPERIENCE
Minimum requirements:
• National Diploma in Information Technology or NQF Level 4 Technical Support.
• A+, MCP, N+ Certification
• Minimum of 2 - 3 years previous experience in IT Support.
• Any previous IT Service Desk experience or knowledge of SD activities an advantage.
• Excellent telephone etiquette.
• Excellent MS Office 365 package skills and Windows 10.
• ITIL Foundation, Good understand of ITIL (advantageous).
• Advanced desktop support knowledge and strong technical abilities.
• ServiceNow, HP Service Manager or Remedy Service Desk suite knowledge an advantage.
 
Skills and Competencies:
• Excellent verbal and written communication skills.
• Previous experience of working in an IT support role.
• A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’ approach, committed to exceeding customer expectations.
• Working knowledge of Microsoft Windows 10 as well as various software packages including MS Office365
• Ability to demonstrate practical troubleshooting and problem analysis techniques.
• Be strong in attention to detail and accuracy.
• Must be able to work shifts.
• Has an analytical and logical ‘mindset’ when dealing with issues. Demonstrate clear purpose, enthusiasm and commitment.
• Sound knowledge in IT Security services, applications and processes
• Familiar with OTDS, Cordys, Phoenix, SingleView and SharePoint.
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REMUNERATION & BENEFITS
R242 007– R 285 068 per annum
Total Cost to Company per annum inclusive of all benefits and company contributions.
 
PLEASE NOTE
 
Closing date: 22 June 2020
 
Interested applicants should send detailed Curriculum Vitae, copies of academic qualifications and names of three contactable referees to Ms. Thokozile Mnikina via email jobs@nsfas.org.za. 
 
NSFAS do not consider late applications. Staff on Leave must ensure that they check the NSFAS portals for advertised vacancies and familiarize themselves with the respective closing dates. NSFAS only corresponds with Shortlisted Candidates. If you do not hear from NSFAS within 2 months of the closing date, please consider your application unsuccessful.
 
** NSFAS committed to employment equity. Preference will be given to candidates who improve employment equity considerations **
 
10 Brodie Road, House Vincent, 2nd Floor, Wynberg, Cape Town, 7700 | Private Bag X1, Plumstead, Cape Town, 7800
Tel No.: 0800 067 327 | 021 763 3200 | Email: jobs@nsfas.org.za