Coordinate use of TLE resources on an allocated delivery site

• Coordinate use of TLE resources and TLE spaces and ensure availability and readiness for use
• Coordinate bookings and other Logistical arrangements pertaining to the use of TLE resources and TLE space
• Assist with the maintenance of applicable equipment inventories and maintenance schedules.
• Provide basic training in the use of the technologies that are supported through the TLE resources support function.
• Assist NWU staff and students with the use of TLE resources
• Assist with/participate in the review and maintenance of TLE resources when required

Perform / Execute the TLE help desk Function

• Address and respond to all requests reported incidents and problems either telephonically, per email, virtually (VNC) or as part of a walk-in -service.
• Maintain and perform an effective helpdesk reporting and escalation process
• Diagnose and resolve/ escalate reported incidents and problems and communicate appropriately to all relevant stakeholders
• Provide basic technology training to NWU staff and students
• Capture, record and provide data to all reported incidents and requests for reporting purpose according to agree upon format
• Reporting on current repetitive problems, issues and solutions and communication of these to CTL and other helpdesk staff.
• Establish and maintain good report and communication between other helpdesk functions within the institution.
• Provide assistance to NWU academic staff in supported technology/ tools integrated in the learning management system (LMS).

Staff and student development regarding the effective use of T&L technologies

• Provide basic training in the use of the tools within the NWU LMS (eFundi).
• Provide basic training in the use of supported T&L technologies (both hardware and software).
• Provide training for the use of supported T&L resources and T&L spaces (allocated to/ provided by CTL).
• Provide training assistance during formal CTL Academic Professional Development workshops (as part of the APD calendar) when required.
• Develop training (self-help tutorials, interactive, video & online_ material for all supported T&L technologies, resources and spaces (allocated to/provided by CTL).
• Participate in the development of a manual of best practice and effective standards in terms of the use of the:
• Helpdesk
• Physical resources
• Technology resources in teaching and learning spaces

General administrative duties pertaining to the TLE resources and helpdesk

• Assist in maintenance of a framework for improvement of the TLE helpdesk function
• Maintain effective general administration (helpdesk tickets, mail, recordkeeping and reporting on applicable data)
• Assist with the maintenance of applicable TLE resource related administration
• Assist in the review of and development and maintenance of applicable training / support material.
• Participate in informal basic technology training events and provide training assistance during formal workshops when required.
• Provide and format Helpdesk and Resource usage data.
• Participate in testing of new LMS updates

Personal Development

• Build personal capacity to ensure effective coordination and administration of the TLE resources and helpdesk function

ENQUIRIES:                                             Mr Kobus Le Roux, 018 299 2001

CLOSING DATE:                                      22 March 2021

COMMENCEMENT OF DUTIES:            As soon as possible

PLEASE APPLY ON PNET (ONLINE), THE RECRUITMENT SITE USED BY UNIVERSITY

The University subscribes to and applies the principles of the Employment Equity Act and is committed to transformation.

All applications will be processed in terms of the Protection of Personal Information Act

QUALIFICATIONS:

• National Diploma and Advanced Certificate / 3-year degree is desirable
• Senior Certificate (Matric) is essential

EXPERIENCE:

• 1-year advanced experience working in an office environment
• 2 years' relevant work experience in client services environment
• 1-year experience in a content or LMS environment
• 1- year advanced proven experience in the use of Ms  Teams
• 1- year advanced proven experience in the use and support of Sakai

ESSENTIAL COMPETENCIES:

Functional/Technical Competencies (Knowledge)

• Computer literate in MS Office (Word, Excel, PowerPoint), e-Mail, Google applications
• Six months experience in providing support to staff and students in the use of the LMS of the NWU (eFundi
• How to communicate and engage with clients and staff
• Proficiency in at least two official languages

Behavioural Competencies

• Excellent interpersonal, intercultural, organisational and communicative skills.
• Strong client / customer orientation
• Problem analysis and problem-solving skills
• A commitment to teamwork and ability to work individually.
• Proactive, organised, priority driven and able to work under pressure