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 was 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.

Overall Purpose of the Job
The Service Desk Consultant provides technical support to clients, both staff and students, in order to provide excellent customer service aligned to the objectives of Client Services and the DUT.

Service Desk Consultant
ICTS Customer Service
Education (Formal Qualification Required)
Minimum

• NQF 6 in Information Technology, Computer Science, Computer Electronics or related qualifications.

Ideal

• An NQF Level 6 qualification in Service Desk Support/Computer Science/ICT

Key Competencies Requirements (e.g. Skills, expertise, etc.)
Minimum

• Quality service management
• Rational problem solving
• Troubleshooting
• Microsoft applications

Experience (Minimum Experience Required - type and number of years)
Minimum

• Two years ICT support experience
• Two Customer service support

Training and Knowledge (Should the current incumbent leave)
Minimum

• Training in quality customer service
• Training in application and network essentials

Position Description

Provide Support

• 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 solution
  • Conduct research to develop a solution
  • Escalate the problem to the best possible person for resolution
    

Customer Service

• Manages relationships with, and regularly assesses needs and views of core customers in the DUT in order to improve the quality and effectiveness of services specifically in the following:
  • Ensures efficient up to date and continuous Desktop support service to all DUT Users
  • Determines user needs and responds promptly and appropriately, referring when necessary
  • Manages all aspects of users’ hardware and software requirements

Conduct Fault Analysis

• Receive a request for the analysis of faults and analyse to determine the nature and extent of the fault analysis; or
• Fault analysis must be conducted in accordance with scheduled reports/activities
• Monitor the fault analysis tools to determine any faults to be analysed

Ensure Service Quality

• Service quality must be analysed in accordance with scheduled analysis activities
• Collect the necessary data for the analysis process from the various sources utilising the relevant business tools
  • Collect the data manually form the relevant sources; or
  • Collect the data from the relevant role players (Dashboard); or
  • Collect the data from the integrated management systems