DIVISION: SERVICE DESK

DEPARTMENT: INFORMATION TECHNOLOGY

POSITION NUMBER: P

POSITION: TEAM LEAD - IT SERVICE DESK

PEROMNES GRADE: P9

EMPLOYMENT TYPE: PERMANENT APPOINTMENT Duties & Responsibilities

PURPOSE OF THE POSITION: Provide a Service Desk and information communication technology installation, maintenance and support function to NWU users to support their business functions. The responsibilities include: Timely and effective processing and resolution of all information technology and telecommunication incidents, problems and requests following agreed procedures. Coordinating the rapid and appropriate response for escalated higher-level problem resolution. Providing advice on both new and established systems. Conducting trend analysis of series data to determine common occurrences and recurring issues. Determining absolute cause of problems by either recreating the issues in a test environment or reviewing system ...