Customer Services (CSD) is a division of the Information & Communication Technology Services (ICTS) department. The division is responsible for the IT Helpdesk, student computer lab management services, ICT acquisition and installation, service level agreements and communicating with the University community on behalf of ICTS. The IT Helpdesk offers phone services (including the University’s switchboard) as well as desktop support and training to UCT staff and post-honours students.

We are looking for dynamic, motivated and team-orientated people to work on our telephonic IT Helpdesk. While support is done primarily via telephone, the occasional onsite visit may be required to resolve certain support requests.

The duties include, but are not limited to: • capturing support requests • researching and providing accurate and comprehensive solutions to customers preferably via telephone • providing coaching and mentoring to colleagues • participating in research and development of services and available products supported by theHelpdesk • participating in team projects

The selection process includes competency-based testing. To be short-listed, candidates must meet or prove competency in all of the following requirements: • Current A+ and or MCDST qualification or equivalent • a thorough working knowledge of computer hardware and software • experience in Microsoft Office as well as Internet and e-mail software • experience in at least one of the latest operating system versions (Windows, Linux, or Apple Mac) • a strong customer service ethic • good verbal and written communication skills • the ability to work under pressure • the capacity to contribute effectively and creatively to a team • 1-2 years experience in a customer-focused IT support position • An unendorsed driver’s licence • Grade 12 or a technical equivalent.

Proven experience in one or more of the following will be advantageous:•Training•Research and development

• Project management

The annual remuneration package, including benefits, is negotiable in the rangeR238359 and R280394, depending on experience and qualifications.

To apply please email:

  • the completed UCT Application form(download at: )
  • the skills matrix (download at: and
  • all other relevant documentation as indicated on the form, to , Information & Communication Technology Services, University of Cape Town, Rondebosch, 7700.

Telephone:+27 21 650 3012; website:

An application which does not comply with the above requirements will be regarded as incomplete. Only shortlisted candidates will be contacted.

Reference number for this post:2358

Closing date for applications:20 January 2012

UCT is committed to the pursuit of excellence, diversity and redress. Our Employment Equity Policy is available at .For this position we are particularly seeking to attract South African Females and South African, African Males only.

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